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Q38HardSystem design

Design IT helpdesk automation for a company with 20,000 employees using ServiceNow.

30-second answerSay your answer out loud first, then reveal.
An employee asks the IT assistant in Teams, Slack or the portal; by intent, how-to questions go to RAG over the IT knowledge base, self-service actions go to approved automations on the identity provider and device management, and issues needing an agent become auto-classified ServiceNow tickets that are routed to an agent workspace, ending in resolution and KB gap detection, while unanswered how-to questions become new KB articles.

Engagement approach

  1. Analyse 6–12 months of tickets: top categories by volume, resolution time, and which are automatable (password and access issues are often a large share).
  2. Phase 1: KB Q&A + ticket classification and routing (low risk, high volume).
  3. Phase 2: self-service actions with strong authentication (MFA re-verification for password resets), approval workflows for access.
  4. Phase 3: agent assist (suggested resolutions from similar resolved tickets).

Key considerations

  • Security: actions via existing automation workflows with least privilege; never let the LLM call admin APIs directly with free-form parameters.
  • KB quality: often outdated. Content gap reports drive KB improvement.
  • Multilingual and regional differences (office-specific procedures), handled through metadata filtering.
  • Metrics: deflection rate (resolved without a ticket), first-contact resolution, routing accuracy, mean time to resolve, employee satisfaction.
PreviousDesign an agent that turns sales call recordings into CRM updates for a 500-person sales organisation.

Slow is fine. Stopping is the only problem.