Enhancing Service Desk Operations with ServiceNow Virtual Agent

SPN2344

Discover how Infosys collaborated with Baker Hughes to implement the ServiceNow ITSM solution, transitioning from Broadcom Service Desk and configuring a greenfield implementation of the ServiceNow CSM and HRSD modules. We enhanced the end-user experience with a unified portal, improved self-service with virtual and live agents, and streamlined communication via Teams. Integration with third-party apps and automated workflows boosted efficiency. Live reporting and performance analytics enabled continuous improvement.