Introduction
Manufacturing plants depend on stable IT systems across EUC, SAP, network, and application environments to ensure uninterrupted production. High ticket volumes, manual intervention, and delayed resolution directly impact plant uptime and operational efficiency. This case study highlights how a cement manufacturer transformed its IT operations using AI-driven self-healing and automation. By analyzing ticket patterns, standardizing processes, and enabling automation at scale, the organization significantly improved efficiency, reduced incidents, and enhanced plant uptime.
Customer
A cement manufacturing enterprise managing large-scale plant operations with high IT dependency across EUC, SAP, network, and application environments.
Business Objective
- Reduce IT ticket volumes and operational load
- Improve plant uptime and operational efficiency
- Minimize SLA breaches and turnaround time
- Enable automation-led IT operations
- Improve service quality across IT environments
Scope of Services
- Baseline ticket analysis across EUC, SAP, network, and applications
- Ticket classification and severity alignment
- Service catalogue rationalization and digitization
- Automation opportunity identification and implementation
- AI-driven event correlation and self-healing enablement
- ITSM process standardization and optimization
Key Insights from Analysis
- 11,586 total tickets analyzed (Jan–Aug 2025)
- Ticket volume increased by 33% in recent months
- Majority tickets categorized as Moderate severity (10,771)
- EUC accounted for 6,412 tickets (largest contributor)
- Significant inefficiencies in ticket classification and prioritization
Detailed Findings
- Process Issues (27%) → Misclassification and lack of structured ITSM taxonomy
- EUC Issues (51%) → High dependency on manual support and outdated service catalogue
- SAP Issues (47%) → Need for lifecycle alignment and better business integration
- Hardware Issues (17%) → Gaps in service catalogue and storage/EUC alignment
Benefits
- Improved ticket handling efficiency through automation
- Reduced manual intervention in recurring incidents
- Faster incident prioritization and resolution
- Better SLA adherence across IT services
- Improved visibility and control over IT operations
Impact
- 48.33% overall automation potential identified
- 47% efficiency potential in process-related issues
- 29% efficiency improvement opportunity in EUC
- 19% efficiency opportunity in SAP
- Reduction in manual ticket handling and operational load
- Improved plant uptime and IT service reliability
