Mining
Mining Company scales Service Operations through Automation and AI
A leading mining company partnered with SkyMark to automate and stabilize their ServiceNow platform.
The challenge
- Service Catalog items were manual, inconsistent creating delays and rework
- Bugs, misconfigured workflows and incorrect. Routing caused failed requests and high incident volumes
- Users lacked intuitive self-service options, increasing pressure on support teams.
The outcomes
- Automated and standardized catalog items, improving fulfillment speed and reliability.
- Stabilized the platform by fixing bugs and closing over 50+ incidents, reducing operational noise.
- Introduced Virtual Agent and new catalog items enabling scalable self service and reducing level 1 Workload.
ServiceNow products used
ServiceNow ITSM, ServiceNow Virtual Agent
Facing something similar?
SkyMark is a ServiceNow Select partner in Calgary, Canada. If this looks like your platform, we should talk.