What challenges did ServiceNow face before AI implementation?

Overwhelmed IT support teams and inefficient support task resolution. Manual, repetitive workloads reduce productivity and increase errors. Lack of seamless access to IT support within enterprise collaboration tools. Slow incident routing, ticket resolution, and knowledge base updating.

What was the impact of the AI solution?

Significant reduction in manual IT workload and errors. Faster and more reliable ticket and incident resolution. Continuous knowledge base improvement. Enhanced employee and customer satisfaction in IT support.

Source

MicrosoftLive sourceProductionEvidence: Medium50/100

IT Operations Efficiency Elevated Through GenAI Integration

Use case typeWorkflow orchestrationUpdated Jun 13, 2026

Wipro, in partnership with ServiceNow and Microsoft, has transformed enterprise IT operations by tightly integrating ServiceNow’s GenAI-powered Now Assist with Microsoft Copilot. This end-to-end solution automates and streamlines IT support tasks such as incident routing, ticket management, and knowledge management—while providing seamless support access within Microsoft Teams. Wipro’s Accelerated Insight advisory helps enterprises implement and optimize these AI-driven workflows, resulting in measurable improvements in operational efficiency and IT support experience. The integration allows for predictive maintenance, proactive alerts, knowledge base updates, and automated insights, enhancing both employee and customer satisfaction. The approach provides a scalable roadmap, extending automation benefits from IT incident management to HR onboarding and supply chain. The adoption demonstrates how agentic GenAI and Copilot capabilities can modernize enterprise support processes.

Organization: ServiceNow
Industry: Tech & Comms
Location: United States
Published: May 2025

Reported outcomes

Strategic outcomes

New product / capabilityAutomated IT support workflowsNew product / capabilityEnabled proactive predictive maintenanceCustomer experience & trustImproved IT support satisfactionScale & capacityExtended automation beyond IT support

Why do we believe this deployment?Customer identity, provider attribution, maturity, and source checks

Customer: ServiceNow
Provider: Microsoft
Maturity: Production
Linked source: wipro.com

Wipro’s Accelerated Insight advisory helps enterprises implement and optimize these AI-driven workflows, resulting in measurable improvements in operational efficiency and IT support experience

Customer identity supportedSource describes one deploymentMaturity supported

Primary read

Use case focus

Showing 3 of 4

1IT service desk automation
2Incident management
3Knowledge management

Overwhelmed IT support teams and inefficient support task resolution.
Manual, repetitive workloads reduce productivity and increase errors.
Lack of seamless access to IT support within enterprise collaboration tools.
Slow incident routing, ticket resolution, and knowledge base updating.

Integrated ServiceNow’s Now Assist GenAI with Microsoft Copilot and Teams.
Automated IT support processes: incident routing, ticket management, and analytics.
Provided proactive alerts and predictive maintenance using historical and real-time data.
Used Wipro’s Accelerated Insight advisory for guidance and scalable implementation.

Technologies

Copilot Teams

Significant reduction in manual IT workload and errors.
Faster and more reliable ticket and incident resolution.
Continuous knowledge base improvement.
Enhanced employee and customer satisfaction in IT support.

Architecture

ServiceNow Now Assist provides GenAI-driven automation and analytics, integrated with Microsoft Copilot for natural language support and report generation within Microsoft Teams. IT tasks are initiated via Copilot, routed and executed by Now Assist, while Wipro’s advisory ensures optimized integration and scalability.

Sources & evidence1

Evidence: Medium50/100Evidence strength