Case Study: a global tobacco leader improves ServiceNow change request compliance with ITC Infotech’s AI assistant

Global Tobacco Leader improves SoX compliance and change request efficiency with ITC Infotech

A global tobacco leader sought to improve compliance and efficiency in its change request classification process, which was plagued by inconsistent governance and manual validation. The vendor ITC Infotech deployed an Intelligent AI Assistant Agent for ServiceNow to automate the process and mitigate compliance risks.

ITC Infotech's solution utilized a GenAI model and a RAG pipeline to provide intelligent recommendations and category suggestions for change requests. This resulted in enhanced SoX compliance, improved build quality, and streamlined IT operations for the customer, significantly optimizing their change process efficiency.