Transforming Global IT Service Delivery with ServiceNow Now Assist

Written by Michael Henderson | Apr 7, 2025 3:37:04 PM

This global enterprise sought to modernize their 14-year-old ServiceNow instance, hampered by excessive customization, to improve service desk operations and virtual agent performance across 12 languages.

Project Snapshot

76%

reduction in MTTR

94%

virtual agent deflection rate

Client size: 13,000+ employees

Client industry: Mining

Client location: Global

Key Challenges

	Heavily customized 14-year-old ServiceNow instance preventing modern capability adoption.
	Inefficient service desk operations with low self-service adoption rates.
	Poor Virtual Agent performance (18% deflection rates, 44% success rates).
	Need for multilingual support across 12 languages.

Our Solution

Thirdera, a Cognizant company partnered with this client on a comprehensive 12-month reimplementation project establishing a clean foundation for Now Assist adoption:

	Platform modernization Complete ServiceNow platform rebuild minimizing customization, enabling adoption of latest capabilities.
	AI-powered virtual agent Enhanced capabilities that improved deflection rates from 18% to 94% and doubled self-service success rates.
	Knowledge management Implemented AI-powered search functionality and automated knowledge article creation based on incident data.
	Global integration Deployed across 12 languages with Microsoft Teams integration, where 75% of virtual agent engagement now occurs.

The Result

	Significant efficiency gains Reduced Mean Time to Resolution (MMTR) by one full day within just two months.
	Enhanced self-service Increased virtual agent usage to 1,235 chats/month from 743, with 1,781 monthly AI-powered search queries.
	Accelerated development Reduced high-complexity catalog item creation time by 57% (from 14 to 6 hours) and flow creation time by 56% (from 16 to 7 hours).

About Thirdera, a Cognizant company

Thirdera, a Cognizant company is an Elite-level ServiceNow partner, enabling customers to maximize the value of the ServiceNow platform through workflow-enabled services and solutions. Founded in 2021 and acquired by Cognizant in 2024, Thirdera, a Cognizant company is one of the largest and most credentialed ServiceNow partners globally. We offer world-class guidance to help businesses accelerate growth and productivity. With expertise and capabilities spanning experience design, process optimization, and AI-accelerated solutions, we are ushering in the next era of transformation, automation, and partner expectation. Visit www.thirdera.com for more information.

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