Empowering Global Teams with Intelligent IT Automation and Asset Visibility
Discover how Evalueserve, a leading multi-domain professional services firm, transformed its IT operations with SymphonyAI’s AI-powered IT Service Management (ITSM) and Digital Agent. In this customer success story, Evalueserve’s IT leadership shares how they streamlined ticket resolution, improved compliance, and enabled seamless self-service for employees across geographies.
By implementing SymphonyAI’s automated workflows, knowledge management, and asset management modules (HAM/SAM), Evalueserve:
- Increased employee productivity with self-service ticket resolution
- Handled over 1,000+ tickets through the Digital Agent, reducing resolution time
- Improved compliance with real-time tracking of hardware, software, and licenses
- Delivered executive-level dashboards for complete asset visibility
- Met SLA requirements while enhancing end-user experience
“SymphonyAI has helped us automate, standardize, and scale—while giving end users the visibility and control they need.”
– Rajesh Karir, Director of IT Operations, Evalueserve
Watch the full story to see how SymphonyAI is powering Evalueserve’s digital evolution.
Video transcript
“Yes, so Evalueserve is a multi-domain operator—we work with various clients across different sectors. From the perspective of a Change Administrator, implementing organizational change can sometimes be quite challenging. However, I believe two key factors contribute significantly to success: effective communication and clear explanation to the business.
It’s essential to communicate why a change is happening and what benefits it brings. When you engage with the business and present the change in a way that highlights productivity gains or improvements in their work, it becomes much easier to drive that change within the organization.
A major aspect of our service to clients is how efficiently we support their business operations. The deliverables from a business perspective are critical and are often tied to strict SLAs (Service Level Agreements). Ensuring timely resolution of issues is crucial. By resolving tickets quickly and maintaining SLA adherence, we help the business focus on value-driven tasks rather than administrative burdens.
For example, rather than users hesitating to raise a ticket and instead contacting an IT analyst directly, we encourage formal ticketing. This way, we can properly analyze the issue, identify recurring patterns, and even provide training to help users resolve similar issues independently in the future.
Our SymphonyAI IT tool supports this with a knowledge management system. When a user raises a ticket, they are presented with relevant articles that may help them solve the issue on their own—saving time and reducing dependency on support staff. This self-service approach increases productivity and minimizes delays.
We are also leveraging automation to streamline issue resolution further. By using available technologies intelligently, we enhance our responsiveness and empower business teams to focus on their core deliverables.
The SymphonyAI Digital Agent has been a tremendous help in ticket management—both for raising and resolving them. It offers excellent visibility for end-users: they can see where their ticket stands, who is working on it, and how long it might take.
Using the Digital Agent is simple—just type your issue, and you quickly get a relevant response. Since we adopted it about 6 to 8 months ago, our organization has raised around a thousand tickets through it. Adoption has been high because it’s far easier than using traditional web portals.
We’ve also had a positive experience using the SymphonyAI ITSM tool, and we expanded our usage to include hardware and software asset management (HAM and SAM). We needed a solution to improve visibility into our IT assets—from software licensing to hardware inventories—and SymphonyAI provided just that.
This has been especially helpful during internal audits, ensuring we know which software is installed, whether it’s approved or freeware, and maintaining compliance. From a management standpoint, it also allows us to provide a consolidated dashboard view—showing details like the number of laptops, desktops, monitors, and the software in use across the organization.
Overall, SymphonyAI has played a significant role in supporting our goals. The journey we’ve taken with them so far has been very fruitful, and we look forward to achieving even more as we move ahead together.”