Case Study: a world's largest brewer boosts Service Desk efficiency with ITC Infotech's AI-powered ServiceNow automation

a world’s largest brewer boosts service desk efficiency 40% with ITC Infotech

The world's largest brewer partnered with ITC Infotech to address challenges in its ServiceNow incident and request management. The customer needed to automate the process of fetching relevant historical incidents, provide root cause analysis, and reduce the manual effort required for incident triage and documentation.

ITC Infotech implemented an AI-powered digital assistant to analyze incident details and recommend the top three similar historical incidents. This solution provided context-aware resolution guidance and automated the updating of work notes in ServiceNow. The results included a 40% increase in Service Desk efficiency, a 30% reduction in Average Handling Time, and an improved first-time resolution rate for the customer.