A large US-based Asset Management firm was struggling with an increasing number of IT incidents, repetitive manual work, and alert fatigue across its monitoring tools. These challenges resulted in delayed incident resolution and declining SLA compliance, putting customer satisfaction and operational efficiency at risk.

The client is a leading global asset management company managing multi-billion-dollar portfolios and dependent on a stable IT operations environment to ensure uninterrupted service delivery.

Key Challenges

• High incident volume causing analyst fatigue and backlog buildup.
• Repetitive manual investigation across multiple monitoring and ticketing tools.
• SLA breaches due to slow triage and resolution cycles.
• Lack of visibility into historical incidents and recurring patterns.

Gemini introduced a Next-Gen ITSM Technology Solution powered by Now Assist and Custom AI frameworks, integrating AI-driven automation across the incident lifecycle.

• Introduced AI to automatically summarize long incident threads, helping the teams to quickly understand issues without reading through everything.
• Made it easier to find relevant solutions by adding smart search and AI-powered knowledge discovery.
• Automated how incidents are categorized and routed, using past data to suggest the best way to resolve them.
• Developed an RCA Builder using historical incident trends to predict root causes.

• X% faster incident resolution, reducing mean time to restore service (MTTR).
• X% improvement in SLA compliance, improving reliability across IT operations.
• Reduced alert fatigue across tools like Prometheus, CloudWatch, and Datadog.
• Enhanced agent productivity with contextual recommendations and guided remediation.