IT Operations Automation
Hitachi Vantara wanted to scale high-value AI use cases securely while replacing manual HR and procurement workflows that were still driven by legacy tools and email.
Reported impact
Hitachi Vantara cut time spent building forms and workflows by 40%, increased developer productivity by 20%, improved employee satisfaction by 15%, and reduced service-desk tickets by 56%.
Hitachi Vantara wanted to scale high-value AI use cases securely while replacing manual HR and procurement workflows that were still driven by legacy tools and email. Hitachi Vantara implemented a ServiceNow-centered stack built around ServiceNow AI Platform, HR Service Delivery, IT Service Management, and App Engine. Key components included ServiceNow AI Platform provides the common workflow and AI layer; HR Service Delivery manages HR cases and onboarding; IT Service Management standardizes incidents and requests; App Engine builds custom workflow apps. The stack also connected SharePoint so the workflows could reuse existing records, documents, and collaboration channels instead of forcing teams back into manual handoffs. Work enters as cases, requests, or automations, and uses context from SharePoint before ServiceNow AI Platform, HR Service Delivery, IT Service Management, and App Engine routes or fulfills the work.
Work enters as cases, requests, or automations, and uses context from SharePoint before ServiceNow AI Platform, HR Service Delivery, IT Service Management, and App Engine routes or fulfills the work. The same record of work is then exposed back to agents and end users through the platform.
Even finding these and other services could be difficult, with search results rarely providing a direct answer
Improved efficiency accelerates decision-making with faster access to insights
Recognizing the immense potential, IT took on the challenge of driving AI adoption by focusing on high-value use cases, data security, and seamless operations
The effort has paid off, with a 20% productivity gain for its developers and 15% increase in employee satisfaction
that helps Hitachi Vantara build AI workflows and unlock productivity gains
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Traceability
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