Transforming Enterprise Work with Intelligent Automation in ServiceNow
Key Challenges
Organizations encounter several challenges when implementing AI-driven workflows:
Unreliable or low-quality data reduces the value of analytics, resulting in ineffective decision-making and time-consuming analytics processes.
Fragmented and siloed ecosystems hinder the integration and orchestration of AI solutions across the enterprise.
Rising costs of data and analytics tools that lack agility raise concerns about return on investment.
Ununified workflows and incomplete AI integration make it difficult to deliver seamless customer and employee experiences.
The absence of a clear data strategy and operating model for AI adoption slows initiatives and limits the scaling of successful use cases.
Our Client Solutions & Engagements
- A global pharmaceutical company partnered with EPAM to implement ServiceNow’s NowAssist, automating ITSM processes for incident, change, problem, and request management. This led to a 30-40% reduction in ticket processing time and a 30% decrease in total tickets, significantly improving customer satisfaction and operational efficiency. The solution featured adoption strategies, incident and problem summarization, catalog task summarization and intelligent recommendations, all powered by ServiceNow’s AI automation.
- EPAM redesigned the Self-Service Portal for a global enterprise using ServiceNow Employee Center, integrating an external knowledge base and reducing the service catalog from 1,900 to 230 items. With ServiceNow AI Search, the portal became more efficient and user-friendly, improving productivity and providing a scalable foundation for future growth.
- EPAM delivered a Source-to-Pay solution on ServiceNow for a client aiming to modernize procurement and supplier management. The solution automated manual tasks, improved collaboration and visibility, and reduced costs, resulting in faster processing times and stronger supplier relationships.
Accelerators
The EPAM ServiceNow AI accelerator streamlines workflows by integrating AI-powered chatbots and automated intake processes. This delivers greater efficiency, an improved user experience and features such as intelligent assistance, streamlined ticket management, flexible escalation and multilingual support.