Streamlining ITSM with GenAI: Faster onboarding, Smarter support
HCLTech helped a global tools maker modernize ITSM. This reduced ticket resolution time, improved knowledge access, and streamlined onboarding for IT support engineers.
Overview
A global tools manufacturer partnered with HCLTech to modernize their IT service management. The goal was to reduce ticket resolution time, improve knowledge accessibility, and enhance onboarding for IT support engineers.
The Challenge
The client faced increasing complexity in IT support due to fragmented knowledge sources and high-ticket volumes across application and infrastructure systems. Key challenges included:
- Disconnected KEDB, runbooks, and ITSM systems.
- Manual, time-consuming knowledge retrieval.
- Steep learning curve for new support engineers.
- Inconsistent ticket responses.
- Low reuse of existing knowledge.
The Solution
HCLTech implemented a GenAI-powered ITSM solution using a Retrieval-Augmented Generation (RAG) framework. The application extracted knowledge from KEDB, runbooks, and historical tickets to provide targeted solutions.
Key features included:
- Unified search across knowledge repositories.
- Feedback loop to refine GenAI suggestions.
- Azure-based deployment with OpenAI indexing.
- Support for 25K+ monthly tickets and 400+ IT users.
- Unified UI delivering insights in under 10 seconds.
The Impact
The solution significantly improved IT support operations:
- 20% reduction in Mean Time to Resolution (MTTR).
- 80%+ positive feedback on GenAI responses.
- Faster onboarding and improved support accuracy.
- Enhanced customer satisfaction and operational efficiency.
