Case study
148 Automatable Processes Discovered in 4 Weeks for Global Financial Services Firm
The Situation
A 47-person IT support team was handling 57,000 tickets a year across three continents, with no shared picture of how that work actually flowed.
Process documentation existed in knowledge base articles that hadn’t been touched since 2022. And while there were tools that captured data, they did so in isolation, meaning each region ran its own reports without a unified view of operations.
The company had also begun experimenting with AI in isolation. One team had deployed a chat agent inside ServiceNow, another was running a separate pilot somewhere else in the stack, and neither knew what the other was doing. There was no shared roadmap, no measurable target, no AI ops function to coordinate the work.
When leadership committed to a global service desk expansion and named an executive owner from the employee experience side of the house to lead it, the fragmentation underneath became impossible to ignore. Before they could build anything sturdy, they needed a map.
The Solution
Astreya ran a four-week AI operations assessment that produced a process catalog, a tool gap analysis, a five-dimension readiness score, and a six-month sprint plan with twenty-plus use cases ranked for impact.
- Service catalog at four levels of granularity: Astreya spent three days onsite mapping every activity the IT support team performed — 153 processes total, tagged at four levels of granularity (domain, deliverable, process and sub-process) and rated for automation feasibility. Of those, 148 were deemed automatable in full or in part.
- Tool and platform gap analysis: The team audited ServiceNow, the automations and AI agents already in the environment, the integrations between them, and where data was captured but never connected to create a list of capabilities the firm needed to build before the first use case could ship.
- AIOps Readiness and Automation maturity scoring across five dimensions: People, process, technology, data, and strategy — each dimension measured using a five-level maturity scale, with specific recommendations for each level.
- Use cases ranked and sequenced: Astreya considered volume, frequency, team effort, automation potential, and development complexity, plus the firm's own wishlist to prioritize 20+ use cases and sequence deployment across a six-month plan. The team used working analogues running in other client environments as demos so the executive owner could see the recommended automations in action before approving the plan.
The full engagement, including the executive owner's follow-up visit to Astreya's Hyderabad office, finished in four weeks.
The Results
The assessment results quantified what the executive owner and his team had already named. This helped fast-track the validation session and the sprint-plan approval that followed. The firm has since stood up a dedicated AI Ops team that partners with Astreya's automation engineers on the use-case rollout.
Projected Impact (Post Go-Live)
- 72% cycle time reduction on prioritized use cases
- 34% effort savings projected against current operations
- 42% of tickets handled by AI agents at full implementation, spanning fully automated cases, human-in-the-loop assist, and triage and routing
- Four use cases shipped per year for the first two years, with Year Three projected as the year of peak efficiency
What Made the Difference
Astreya treats an AI operations assessment as the foundation for the implementation that follows. The four-week timeline holds because three pieces are already in place before kickoff:
- A reusable service catalog with automation tagging built in: Astreya was able to map 153 processes in three days because the framework for categorizing and rating processes already existed. The catalog is refined across deployments, so each new client benefits from every prior one.
- Four assessments running in parallel: Process discovery, tool gap analysis, readiness scoring, and use case prioritization advanced together. By the end of week four, the firm had output for discovery, infrastructure, maturity, and sequencing — each one essential for the next phase to move.
- Demonstration before commitment: Astreya showed working analogs from other clients during the assessment, so the executive owner had a clear sense of how the recommended automations perform in similar scenarios.
Ready to Map Your Automation Journey?
Contact Astreya to discuss how an AI operations assessment can produce the service catalog, tool gap analysis, AIOps readiness & maturity score, and sprint plan your service desk expansion needs.
