NTT DATA - AI-Enabled ITSM automation

Empower your IT support ecosystem with a next-generation AI-driven solution that integrates Microsoft Teams, Dataverse, Azure AI, and Power Platform. This intelligent ITSM framework automates incident resolution, approvals, and communication workflows — all within a familiar Microsoft environment.

Designed to enhance IT efficiency and user experience, the solution introduces Teams-integrated agents, AI-based email automation, adaptive cards, and predictive routing powered by Azure AI and Machine Learning. IT teams benefit from real-time observability, automated ticket lifecycle management, and seamless collaboration — significantly reducing manual effort and improving SLA adherence.

Use Case: Employees interact naturally through Microsoft Teams or Outlook using the “Ask IT” agent, which intelligently categorizes, routes, and tracks support tickets using Dataverse and Azure Functions. Fulfillment teams leverage the “Answer IT” Power App to manage tasks, approvals, and configurations. All operational data is centralized in Microsoft Dataverse, ensuring scalability, governance, and compliance.