Global Energy Leader Automates 60% of IT Tickets and Cuts MTTR by 45% with JSM & AI
60%
Of incoming IT tickets automatically resolved via self-service and virtual agents45%
Reduction in MTTR across Tier 1 tickets, improving SLA compliance by 30%50%
Decrease in manual triage overhead, lowering IT support costsThe Challenge
Scaling IT Support Across a Global Energy Enterprise
As a global Fortune 500 energy company, it needed faster IT support. High volumes of routine Tier 1 and 2 tickets were straining IT and risking SLAs, while fragmented tools hindered standardization and self-service. To reduce resolution times and improve SLA adherence, the company aimed to automate L1 and L2 tickets, consolidate onto a single platform, and drive self-service adoption.
Sutherland Solution
A JSM-Powered, AI-Driven ITSM Transformation
Sutherland designed and implemented JIRA Service Management (JSM) as a centralized, scalable global service hub, complete with a self-service portal and a dynamic knowledge base. An ML/NLP-powered virtual agent was deployed to categorize and resolve Tier 1 tickets automatically, cutting the initial triage load by 40% through contextual responses. Sutherland built automation rules and smart workflows to manage escalations and SLAs, and integrated JSM with Confluence, Asset Management, and identity platforms so agents and employees could work from a single source of truth. Custom dashboards and analytics gave company visibility into recurring incident patterns, enabling proactive performance monitoring and continuous improvement.
The Outcome
Faster Resolutions, Lower Costs, Happier Users
The transformation delivered measurable impact across global IT operations. Automated self-service and virtual agents now resolve 60% of incoming IT tickets without human intervention, while MTTR for Tier 1 tickets dropped by 45%, lifting SLA compliance by 30%. Manual triage overhead fell by 50%, directly reducing IT support costs, and employees now enjoy a simpler, more transparent service experience with real-time status tracking. Together, these gains have positioned IT organization to scale support without scaling headcount, giving IT leaders the data and automation foundation they need to keep improving service quality as the business grows. The centralized JSM hub also gives leadership a single, reliable view of performance across every global office.
