Seagate had three months to replace an ITSM platform supporting global IT operations for 30,000 employees after a contract expiration. The team avoided lifting legacy configurations into a new environment because that approach would likely prevent AI capabilities from working fully. They rebuilt from the ground up by restructuring the service catalog, establishing consistent SLAs across regions, and rewriting category hierarchies so tickets could route themselves without agent guesswork. After deployment, the AI agent deflects about a third of incoming tickets and improves first-contact resolution by 27% above industry standards. The results emphasize that AI performance depends heavily on underlying process and system design rather than the specific model used.
"First-contact resolution is now 27% above the industry standard. That decision - to rebuild rather than replicate - is the real story of what separates the companies pulling ahead with AI from the ones that aren't. And it has almost nothing to do with which model they're running."
#itsm-platform-migration #ai-ticket-deflection #service-catalog-and-slas #process-modernization #operational-efficiency
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