Executive Summary
The world’s largest brewer partnered with ITC Infotech to automate incident management in ServiceNow using Generative AI, improving efficiency and resolution speed.
Business Challenge
- Need to fetch relevant historical incidents
- Provide root cause analysis and resolution steps
- Update ServiceNow work notes automatically
- Reduce manual effort in incident triage
Business Challenge
- Need to fetch relevant historical incidents
- Provide root cause analysis and resolution steps
- Update ServiceNow work notes automatically
- Reduce manual effort in incident triage
Our Solution
- AI-powered analysis of incident details
- Recommendations of top three similar historical incidents
- Context-aware resolution guidance
- Automated documentation in ServiceNow
Key Results and Benefits
- 40% increase in Service Desk efficiency
- 30% reduction in Average Handling Time
- Improved first-time resolution rate
- Enhanced customer satisfaction
- Reduced manual effort for support agents
About ITC Infotech
ITC Infotech is a leading global technology services and solutions provider, led by Business and Technology Consulting. ITC Infotech provides business-friendly solutions to help clients succeed and be future-ready, by seamlessly bringing together digital expertise, strong industry specific alliances and the unique ability to leverage deep domain expertise from ITC Group businesses. ITC Infotech is a wholly owned subsidiary of ITC Ltd., a 100-plus-year-old diversified conglomerate with businesses spanning Hotels, Consumer Goods, Paperboards & Packaging, Agri Business, and Information Technology. ITC Ltd. has been in the hospitality business for over 4 decades. It has over 100 properties across 70+ destinations. The hospitality practice at ITC Infotech is 800+ people strong and most have experience in the hospitality domain leading to a high-quality IT service experience for its hospitality customers.
