IT Managed Service Provider
2,500+
Active Users Served Daily
AI-Powered Incident Diagnosis at Scale
A leading managed services provider needed a faster, more consistent way to diagnose complex IT incidents, especially across mainframe environments with limited online documentation. Incident resolution depended heavily on individual experience and institutional knowledge, leading to inconsistent outcomes across teams. There was no scalable way to surface the right operational context and recommendations at the moment engineers needed them most.
Working alongside the client’s internal teams, Evolution Analytics helped design and implement an AI-powered incident resolution tool using Streamlit in Snowflake and Snowflake Cortex LLM capabilities. Associates can enter any incident number and instantly retrieve related cases, changes, and alerts from the enterprise data lake, along with AI-generated root cause analysis and step-by-step triage recommendations. The first version of the application was delivered in under a month, with full deployment to approximately 2,500 users completed within six months.
- LLMs
- Python
- ServiceNow
- Snowflake Cortex
- Streamlit in Snowflake
