Transforming IT Operations with ServiceNow AIOps

The organization aimed to improve the accuracy and consistency of its asset data by eliminating duplicate and outdated records and creating a unified view of its IT environment. It also sought to increase automation across asset discovery, reporting, and cloud resource management, while improving visibility across on-premises and cloud infrastructure. By shifting from reactive to proactive operations, the company wanted to accelerate incident resolution, strengthen SLA performance, and deliver more reliable services. 

The client teamed up with Nagarro to build a more proactive and automated IT operations model. We improved the quality and reliability of operational data through a redesigned CMDB and discovery framework, while AWS Discovery increased visibility across cloud environments. We also unified alerts from multiple monitoring tools into a single view, helping teams identify and respond to issues more effectively. Automation and AI-driven capabilities reduced manual effort, accelerated incident resolution, and minimized service disruptions.

The solution generated approximately $450k in annual savings by reducing operational risk and creating a more efficient IT operations model. With proactive monitoring, event correlation, and automation in place, the client reduced incidents by 80%, cut alert fatigue by 60%, and resolved issues around 40% faster. Service delivery improved by 50% through auto-remediation, while automated workflows increased SLA adherence by 500% and reduced onboarding time from two days to just two hours. These efficiencies enabled teams to spend more time on strategic initiatives, contributing to a 25% increase in IT productivity.