Client Snapshot
The client is a rapidly growing software development firm with 120 engineers and a six-person IT team. The IT department managed internal systems, security, and support tickets but was overwhelmed by repetitive requests and lacked the capacity to focus on strategic initiatives.
The Challenge
The IT team spent most of its time resolving repetitive issues such as password resets, system access requests, and troubleshooting common applications. Tickets piled up in Jira and ServiceNow, leaving employees frustrated with long wait times. Downtime incidents went unnoticed until too late, impacting productivity across engineering teams.
Strategic projects like cloud migration, security upgrades, and DevOps automation stalled as IT resources were consumed by firefighting. Employee satisfaction with IT support declined, further straining morale.
The tipping point came when a critical system outage went unresolved for hours because IT lacked predictive monitoring tools.
The Solution
- Automated resolution of repetitive tickets like password resets and account provisioning.
- Predictive monitoring to detect and prevent downtime incidents.
- AI-driven ticket triage to classify and route complex issues faster.
- IT dashboards to track performance, backlog, and resolution times.
Implementation Journey
CORE was rolled out in three agile sprints:
- Sprint 1 (Weeks 1–2): Automated account management, password resets, and common FAQs.
- Sprint 2 (Weeks 3–4): Integrated predictive monitoring tools to identify risks in advance.
- Sprint 3 (Weeks 5–6): Deployed AI-powered ticket triage and resolution in Jira and ServiceNow.
The Results & Benefits
Within six months, CORE delivered measurable improvements to IT service management:
| Metric | Before CORE | After CORE | Impact |
|---|---|---|---|
|
Ticket auto-resolution |
0% |
50% |
Faster service |
|
Downtime incidents |
Frequent |
-40% |
Higher reliability |
|
Innovation projects |
Delayed |
On track |
Resources freed |
|
Employee satisfaction |
Low |
Improved |
Better morale |
Testimonial
“CORE gave our IT team breathing room. For the first time, we’re able to innovate instead of just reacting to problems. System uptime is higher, tickets are resolved faster, and employees trust IT again.” – CTO at a Technology Company
Looking Ahead
The client plans to expand CORE with:
- Advanced security monitoring for real-time threat detection.
- Automated compliance reporting for SOC2 readiness.
- AI-driven capacity planning for IT infrastructure.
With monthly enhancements included, CORE will continue to evolve as this company’s IT backbone for reliability and innovation.
