AI-Powered Automation
Automation That Noticeably Relieves Your IT
We automate recurring tasks in your IT department, from ticket classification to access management. This way, your team works faster, more relaxed, and can focus on what really matters.
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Challenges
When the Modernization Backlog Becomes a Productivity Risk
ITIL standards help structure your IT services, but in heterogeneous, historically grown landscapes, processes often remain manual, error-prone, and difficult to scale. The result: rising operating costs, unnecessary risks, and too little time for strategic development.
- Cost and Vendor Lock-in: Customizations to standard solutions or legacy integrations become expensive and increase dependencies.
- Manual Process Chains: Classification, routing, knowledge search, and workflow triggers happen manually. This costs time and creates errors.
- SLA and Operational Risks: Delays, media breaks, and lack of standardization increase stress in daily operations.
- Declining User Satisfaction: Slow processing and unreliable services lower acceptance and service perception.
- Productivity Loss Across the Company: Waiting times for access, approvals, or problem resolutions slow down entire teams.
Solutions
Which ITIL Processes Can You Automate with AI?
Our AI solutions support core ITIL practices through analysis, control, and routing – efficient, traceable, and GDPR-compliant in the appropriate operating model. The focus is on noticeable relief in your operations, clean integration into the ticket system, and clear governance rules (e.g., roles, logging, approval logic).
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Service Request
Management - AI chatbots and self-service applications receive user requests, forward inquiries to competent departments, or create tickets automatically.
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Incident
Management - The AI classifies tickets by type, category, and priority directly in the ticket system, recognizes major incidents/VIPs, and can automatically trigger workflows for problem resolution.
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Problem
Management - AI-powered Service Analytics detect patterns and recurring problems in historical ticket data. The AI can perform root cause analyses, which form the basis for sustainable optimization, and create tickets automatically.
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Knowledge
Management - An AI chatbot answers typical user questions in dialogue or recommends knowledge base articles. For help without lengthy research. It can also generate help articles itself and be trained as a learning partner for specific topics.
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Service Desk
- In the agent desktop, the AI assists through multi-system integration: It pre-fills ticket fields, summarizes tickets, and gives recommendations for next steps. Chatbots can also be integrated. For more efficiency in daily operations.
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Service Catalog
Management - AI analysis of the service catalog discovers unofficial services, identifies gaps, and creates demand forecasts. It establishes the basis for user-oriented structures and catalog optimizations.
Have a different idea for AI deployment? Let's talk about it.
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Customer Success
AI-Powered Ticket Classification and Routing
At one client, hundreds of tickets arrived daily via email and IT portal. Manual categorization was time-consuming, error-prone, and delayed processing. The goal was to reduce service desk workload and get tickets to the right expertise faster.
The Solution
Automatic Classification: Category, priority, and target team are determined from text and metadata, directly in the ITSM system.
Agent Support: Suggestions and context help process tickets faster and more consistently.
Automated Routing: Forwarding to responsible teams without manual intermediate step at the service desk.
Result: The service desk was noticeably relieved and complex tickets could be completed faster by the right specialists.
Benefits
What AI Realistically Improves in Your IT Service Management
With scarce resources, automating standard tasks is a direct lever for stability and scaling in your operations. Our goal is not "AI for AI's sake," but to achieve clear improvements in throughput times, first-call resolution rate, SLA reliability, and workload for you.
Scalability
Higher ticket volumes can be better absorbed without proportionally increasing staff.
Less Manual Routine
Classification, routing, and knowledge search are reduced. This lowers errors and speeds up processes.
Higher Service Quality
Faster, more consistent responses and less "ticket ping-pong" increase user satisfaction.
More Time for Strategy
Freed capacity flows into architecture, security, automation, and modernization.
Cost Effects
Less processing effort and shorter throughput times reduce operating costs and business waiting times.
Approach
With a Clear Plan to an Intelligent IT Organization
1. Initial Consultation & Goal Definition
In a joint workshop, we clarify your individual requirements, get an overview of your system landscape, and identify potential for AI deployment. We identify and prioritize use cases where automation would have the greatest impact.
2. AI Solution Implementation
Based on the findings, we configure a custom AI solution that we integrate into your existing ITSM environment. Whether ticket classification, knowledge management, or process automation – all applications are operated GDPR-compliant in a German cloud or on-premise at your location.
3. Fine-tuning & Further Development
After go-live, you gain initial practical experience. If desired, we analyze the results with you and fine-tune the AI configuration. When your requirements change, we adapt the AI solution or introduce additional AI elements into your processes.
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Let's Talk About Your Data
Learn how we can optimize your data integration, improve data quality, and provide you with a reliable foundation for automation & AI