LangTec has taken over a consultancy for the central IT services management of a leading multinational insurance group. The purpose is to introduce automation and artificial intelligence (AI) for improved efficiency in ITIL-compliant business processes. The scope comprises both the transfer of knowledge about AI generally and application to specific recurring use cases as well as medium-term planning of further development.

The mandate specifically targets process optimization via AI in change management, incident response, licence administration and vulnerability management. All these business cases are currently implemented in a standard ERP platform with extensive customizations and are subject to considerable regulatory constraints. Although central configuration management database ultimately contains all relevant information about persons, groups, devices, licences, tasks etc., these are often not available in the necessary context of the daily tasks.

LangTec will tackle challenges such as: automatic evaluation of incoming Change Items (Is the risk evaluation meaningful and accurate? Are all affected work groups linked?) or Incident Tickets (Are all relevant descriptions present?), data visualisation (dashboards displaying the status of incidents or aupporting auditing by management) or aggregated evaluation of the current status (Can an imminent major outage be recognized early?).

We look forward to the next months of intensive and engaging cooperation!