From ticket to release, agents do the legwork: triage, diagnosis, the fix, the testing and the CAB pack. Your Change Advisory Board still decides.
In most IT teams, the slow part of fixing something is not the fix. It is working out what the ticket means, finding the cause, testing the change and writing it up for the Change Advisory Board. That work is repetitive, and it queues.
We rebuild the path from ticket to release around agents. A ticket arrives in your ITSM tool, and agents carry it through triage, diagnosis, the fix, AI testing and CAB preparation. People review, the CAB decides, and the release goes out.
IT operations · PE-backed business
The client is anonymised at their request, and we discuss the detail under NDA.
£7m
Added to annual EBITDA
70%
Leaner IT organisation
90+
Developer, IT and support roles released
A PE-backed business ran its own line-of-business applications with heavy integration between them. Supporting and changing that estate needed a large team of developers, IT professionals and support staff.
Agents now carry tickets from the ITSM queue to a tested, documented change. That includes AI testing of every change and preparation of the CAB documentation. The IT organisation is around 70% smaller, and the saving adds £7m a year to EBITDA.
Tickets arriving in the ITSM tool are classified, prioritised, de-duplicated and enriched with context.
Agents investigate logs, configuration, code and past tickets, and propose the likely cause and fix.
Agents prepare the change. Engineers review anything outside agreed limits.
Agents generate and run tests for the change, including regression checks across integrations.
Agents write the CAB document: scope, impact, risk, test evidence and rollback plan. The CAB approves or rejects.
Our clients run their own line-of-business applications with heavy integration, not a clean demo tenant. We use Microsoft's agents where they fit, and build our own where the process crosses systems.
No. Tickets still arrive in your existing ITSM tool. Agents pick them up there and update them as the work moves through each stage.
Your Change Advisory Board, as today. Agents prepare the CAB document with the scope, impact, risk, test evidence and rollback plan, so the board spends its time deciding rather than chasing information.
No. Our IT operations result came from a client running its own line-of-business applications with heavy integration. Agents work across the systems the ticket touches.
Agents generate and run tests for each change, including regression checks on the integrations it might affect. The results go into the CAB pack as evidence.
With a fixed-price diagnostic of your ticket volumes, change process and estate, then a pilot on one ticket category or application, measured against a metric we agree upfront.
Book a call and we will talk through your ticket volumes, change process and estate.
Or call us directly: 01625 569 777
