Introduction
AI-driven self-healing IT operations enable manufacturing organizations to reduce downtime, improve service efficiency, and optimize IT support at scale. A cement manufacturing company operating large-scale plants faced high volumes of IT service tickets across EUC, SAP, network, and application environments. Manual handling led to delays, SLA breaches, and operational inefficiencies that directly impacted plant uptime. By implementing self-healing IT operations and ITSM automation, the organization transformed its IT support model, reduced manual effort, and improved service reliability across critical systems.
Customer
A cement manufacturing company managing large-scale plant operations with high IT service ticket volumes across multiple technology environments.
Business Objective
- Reduce IT incidents and SLA breaches
- Improve turnaround time (TAT) for issue resolution
- Minimize manual effort in IT support operations
- Enhance plant uptime and operational efficiency
- Enable automation-driven IT service management
Scope of Services
- ITSM process alignment and event categorization
- Ticket classification for incidents and service requests
- Automation across EUC, SAP, applications, and network
- Proactive monitoring and automated ticket handling
- Service catalogue digitization and rationalization
- Identification and implementation of automation opportunities
Benefits
- Reduced turnaround time and SLA impact
- Improved service quality through automated resolution
- Lower manual dependency and fewer operational errors
- Faster incident prioritization and response
- Improved efficiency across IT support functions
Impact
- 11,586 tickets analyzed (Jan–Aug 2025)
- 1.32M+ transactions automated annually
- 97,000+ FTE hours saved annually
- 49 bots deployed in production
- 16 processes automated
- 48.33% automation potential identified
- Significant reduction in EUC, SAP, and process-related incidents
