Case Study: City of Raleigh achieves faster, AI-powered service delivery with ServiceNow

City of Raleigh cuts IT service desk costs 66% with ServiceNow

The City of Raleigh, a public sector organization with 4,400 employees, faced the challenge of supporting rapid population growth with a limited IT staff of just four people. The existing help desk was overwhelmed by the volume of internal employee requests and hundreds of thousands of annual resident service calls, creating pressure to enable capacity without increasing headcount. To address this, the city turned to ServiceNow and its AI Platform.

ServiceNow implemented AI agents, including Ral-E and Alli, which were built upon a decade of foundational IT service management work. The solution automated over 20 workflows, allowing the AI to correctly route tickets and handle common requests end-to-end. This resulted in a 66% reduction in IT service desk costs, 98% of tickets being routed correctly on first contact, and over 1,300 hours returned to staff each year, freeing them to focus on complex problems.

City of Raleigh