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Asahi Europe & International takes their automation to the next level with ServiceNow ITSM Pro

Asahi unlocks the power of ServiceNow ITSM Pro

The challenge

As one of the largest players in the European food & drink industry, Asahi Europe & International needed to shift their ITSM capabilities to a higher gear. The client acquired a ServiceNow ITSM Pro license with the short-term strategy of implementation and admin training, and a long-term goal consisting of broadening the scope of the solution with continuous innovation. 

The solution

Devoteam utilized its deep ServiceNow ITSM Pro knowledge to help Asahi Europe & International activate and configure several pre-chosen features swiftly through our unique, agile delivery approach and transparent communication.

Among the benefits, we brought to the customer was Incident Deflection via the enablement of a Virtual Agent Chat feature and the creation of tailored conversations for known use-cases; faster incident resolution through the dynamic translation of notifications, incident/request work notes and comments; and the enablement and configuration of Continuous Improvement processes.

Asahi Europe & International is now gathering usage data for the Virtual Agent, setting their sights on further improving the experience with more bespoke conversations.

The better change

Reduction of raised incidents

Faster incident resolution

Enablement of Continous Improvement process

A small memento of our joint celebration with Asahi and ServiceNow in Prague in August 2022.