IT Operations Automation
Mindsprint needed to replace ambiguous, manual service-delivery processes across a global technology estate with a single platform that could automate incident handling, improve ticket routing, modernize employee support, and sit on top of a complex SAP-heavy integration landscape.
Reported impact
Mindsprint now remediates up to 95% of incidents automatically, routes 99% of tickets to the right queue on first assignment, cut average close time by 22%, reduced MTTR by 30%, saved about 41,000 service-delivery hours, and created a scalable platform for employee self-service, SAP modernization, and broader automation.
Mindsprint standardized service operations on the ServiceNow AI Platform using IT Service Management Professional, IT Operations Management, Virtual Agent, App Engine, and Workflow Data Fabric. ITSM Pro and Predictive Intelligence classify and route requests automatically, while ITOM correlates infrastructure events and incidents so the company can reduce false alarms and triage work. Virtual Agent, integrated with Microsoft Teams and a broad knowledge base, automates first-line support, catalog requests, user administration, and issue-status updates. Beyond IT support, App Engine and Workflow Data Fabric provide a low-code modernization layer above legacy SAP processes, enabling custom finance, travel, onboarding, and automation workflows, with RPA extending orchestration to jobs and password resets. The combined architecture gives Mindsprint a connected control plane for service desk, infrastructure, employee self-service, and enterprise modernization.
Incidents, service requests, and infrastructure events flow into ServiceNow, where Predictive Intelligence and ITOM correlate and route them automatically; Virtual Agent resolves or creates cases through self-service channels, and App Engine workflows extend those automations into SAP-backed finance and employee processes.
Only 1% of tickets need to be moved from one bucket to another; 99% will land in the right queue the first time.
Today, up to 95% of our customers’ incidents are remediated automatically.
We have also minimized our triage effort and time by about 90%.
With ITSM Pro, Mindsprint streamlines its IT operations and enhances service delivery, significantly reducing the average time to close requests
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