IT Operations Efficiency Elevated Through GenAI Integration

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.