Case Study: ITSM Ticketing Management System –                                    Automating Enterprise Incident Management

Introduction:

The client’s IT support operations were heavily dependent on manual processes, resulting in slow response times, inconsistent ticket handling, and limited visibility into employee issues. Employees often struggled to find the correct support channel, leading to repeated queries and inefficient routing.

Catnip Infotech addressed these challenges by developing a unified, AI-powered ITSM Ticketing Management System that centralized issue reporting, automated ticket categorization, and ensured faster resolution. The solution not only improved the accuracy of ticket routing but also enhanced the overall employee support experience through proactive assistance and streamlined workflows.

Automation:

Catnip Infotech implemented a fully automated incident management framework enriched with AI-driven intelligence. The system identifies user queries in real time, fetches relevant asset details, access control information, and historical tickets, and guides users through structured troubleshooting steps before drafting a ticket. Smart automation modules handle query classification, department-specific redirection, ticket prepopulation, and escalation logic significantly reducing repetitive manual tasks for IT teams.
The automated workflow ensures every ticket is accurately categorized, properly documented, and routed to the right support group without human intervention, improving resolution speed and operational efficiency.

Process Flow (PDD):

Below is a streamlined visual overview of the automated ITSM workflow, showcasing how the system simplifies issue reporting, enhances intelligent triaging, and accelerates ticket creation with minimal user effort.