Enterprise ITSM · Conversational AI

03 / Change assistant T-Systems International · Change management · Live in production · 2025 Protected

I was asked to automate two thousand templates. I shipped an AI assistant for the ones people actually use.

A conversational AI assistant for enterprise change management, scoped to the templates that carry the volume — so opening a change takes seven minutes instead of fifteen, and arrives compliant more often.

Built across

ServiceNow ITSM Licensed Virtual Agent platform DORA-aligned change policy Retrieval over prior changes

Protected case study

The work is under NDA. The decision story is shared on request.

This work runs at my current employer, so the detail sits under NDA. The narrative below — the original brief, the usage data, the scope call I made, and screenshots of what shipped — is sanitised and encrypted, and shared under a single password that covers the protected case studies. Request the password →

Her intelligence and analytical approach set her apart. She digs deep into behaviour analysis, ensuring every product decision is well thought out and effective.

Márcia Monteiro Interventional Systems
CV Fanni Csincsák.pdf