AI ITSM Assistant
An AI-powered ServiceNow assistant designed to automatically triage and resolve Level 1 IT support tickets using LLMs. Implemented across a major telecommunications firm.
The Challenge
Level 1 IT Support teams at major telecommunications firms are often overwhelmed by repetitive requests such as password resets, software provisioning, and simple permissions inquiries. This not only incurs massive operational costs but drastically slows down the MTTR (Mean Time to Resolution).
The Solution
We engineered a bespoke AI ITSM Assistant directly integrated into the ServiceNow Service Portal. Leveraging the OpenAI API, the assistant operates as a conversational interface for end-users.
Architecture
- Frontend: ServiceNow Service Widget powered by React.
- Backend Orchestration: Python middleware interpreting natural language payloads into actionable
sys_idassignments within Flow Designer. - Resolution: Automated closure notes are generated by the LLM providing context on what the automated script executed.
The Results
By offloading 40% of Level 1 requests to the AI Assistant, we successfully reduced average MTTR from 4 hours to less than 15 minutes.