Case Study: AI-Driven Transformation from Managed to Tech-Enabled Services
Overview
Avasant partnered with a global organization to transform a long-standing managed IT services agreement into a next-generation, AI-enabled services model.
Challenge
The client had a well-established managed services model, delivering consistent performance for nearly a decade. However, they faced limitations in scaling innovation and agility under their existing contract. There was a growing need to introduce automation, AI-driven insights, and experience-focused service levels to support evolving business goals and digital transformation priorities.
AI-Driven Approach
Avasant led a comprehensive operating model redesign focused on embedding AI and automation at scale:
- AI-Driven Service Optimization: Deployed AIOps and predictive analytics for proactive issue resolution and improved service availability.
- Generative AI Use Cases: Introduced GenAI to automate service desk responses, surface insights from large knowledge repositories, and enhance IT self-service.
- Experience-Centered Redesign: Shifted from traditional SLAs to experience-level agreements (XLAs), using AI to measure and optimize user satisfaction and performance outcomes.
- Contract Innovation: Enabled dynamic pricing and zero-cost transformation by reinvesting operational efficiencies into automation initiatives.
