Self-Healing IT & Service Operations Automation
2022 – PresentGenpact · Assistant Manager, RPA & Agentic Automation
Autonomous remediation workflows that resolve IT incidents and service requests without waiting on a human, built on ServiceNow and RPA orchestration.
01 · problem
Manually triaging and resolving IT incidents and service requests doesn't scale — every ticket needs a human to diagnose, decide, and act, even when the fix follows a well-known, repeatable pattern.
02 · approach
Designed autonomous remediation workflows in ServiceNow, orchestrated with RPA bots, that detect known incident patterns and act without waiting on a human in the loop.
Wired in event triggers, decision logic, scripts, and validation steps so the system verifies its own fix actually worked before closing the ticket.
03 · impact
Meaningfully cut resolution time and manual effort across IT and service operations.
One of 30+ agent-driven RPA use cases that together eliminated 12,000+ manual hours annually and reduced 15,000+ operational tickets per year.