Infogain sets the standard for scalable, automated ITSM

Company Overview

Infogain is a global, human-centered digital platform and software engineering company based in Silicon Valley, with over 6,000 employees across India, Uruguay, Poland, the UK, the US, Canada, and Singapore. Serving industries including travel, retail, insurance, and technology, Infogain works with 24 Fortune 500 enterprises and boasts a 95% client retention rate.

To better serve both customers and employees, Infogain set out to digitally transform its internal operations—starting with IT service management.

Challenge

Infogain needed an agile, scalable, and human-centered IT service management (ITSM) platform that could:

• Simplify and automate internal IT operations

• Support self-service and reduce IT dependency

• Seamlessly integrate with existing systems

• Scale to accommodate a projected doubling of employees

• Empower employees with a user-first experience

“We’re focused on the best of needs—an IT/Enterprise Service Management platform that fits our human-centered approach.”
— Manish Anand, VP & CIO, Infogain

Solution: SymphonyAI ITSM

After a detailed evaluation, Infogain selected SymphonyAI ITSM, replacing its previous system (ServiceNow). Key decision factors included:

• Cost-effectiveness and flexibility

• No-code/low-code configuration

• Powerful automation and self-service capabilities

• Easy integration with Infogain’s ecosystem (Oracle Financials, Microsoft Power BI, data lake, and more)

• CIO Manish Anand’s successful prior experience with SymphonyAI at two other companies

“What I’ve always found with SymphonyAI is that their ITSM platform has been able to fit my needs.”
— Manish Anand, VP & CIO, Infogain

Digital Transformation in Action

Self-Service and Automation

Employees no longer rely on IT for routine requests:

• A user logs into the self-service portal

• Selects the needed software from a catalog

• Installation begins automatically, with a SymphonyAI ticket created in the background

• If successful, the ticket closes itself; if not, it’s escalated to IT

HR Workflows

A built-in wizard helps employees:

• Apply for leave

• Manage timesheets

• Navigate recruitment steps

It captures screenshots and auto-logs tickets—no portal, email, or app required.

Developer and Data Center Support

• Developers can request cloud machines using templates and self-deploy in minutes

• IT change control requests are automated from approval to execution

• SymphonyAI integrates seamlessly with automation tools like Ansible, Python/Flask, and Practically

Enterprise-Wide Workflow Automation

SymphonyAI ITSM extends beyond IT:

• Employee onboarding and exits are automated across multiple departments

• AI intelligently manages parts of workflows

• Progress is continuous and transparent

• Future integrations are planned with a private Ubuntu/OpenStack cloud

“ITSM is not just about opening and closing tickets. It’s about monitoring the worthiness and effectiveness of operations. SymphonyAI helps us do that.”

Platform Benefits

• Unified platform for ITSM, asset management, and service automation

• Reduced IT costs with increased efficiency and productivity

• Exceptional user experiences for both business and IT users

• Trusted by top enterprises in finance, healthcare, education, and more