ITSM virtual agent pro and AIOps enablement

Enhancing IT service delivery, automation, and user experience with intelligent ServiceNow solutions

The challenge

We identified that the client’s ITSM Virtual Agent (Lite) lacked automation depth and monitoring integration, limiting proactive incident response. Disconnected systems and manual processes created inefficiencies in service delivery and impacted the overall user experience.

The solution

We deployed ITSM Virtual Agent Pro with AIOps enablement, integrated SolarWinds with CMDB for real-time event management, and replaced the custom walk-up tool. The client achieved faster resolutions, improved uptime, and greater service automation efficiency.

Measured impact

25%

Increase in self-service adoption,

40%

Faster incident resolution through predictive alerting,

Improved employee experience with out-of-the-box walk-up functionality