Executive Summary
A global tobacco leader sought to improve compliance and efficiency in change request classification. ITC Infotech deployed an AI assistant to automate and optimize the process.
Business Challenge
- Inconsistent governance and manual validation
- Difficulty identifying correct exemption IDs and categories
- Compliance risks and operational inefficiencies
- Impact on build quality
Business Challenge
- Inconsistent governance and manual validation
- Difficulty identifying correct exemption IDs and categories
- Compliance risks and operational inefficiencies
- Impact on build quality
Our Solution
- AI validation of ServiceNow Change Request fields
- Category suggestions using historical data
- RAG pipeline for retrieving similar categories
- GenAI model for intelligent recommendations
Key Results and Benefits
- Enhanced SoX compliance
- Improved build quality
- Augmented decision-making
- Streamlined IT operations
- Optimized change process efficiency
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.
