Sravanthi Mallireddy

Enterprise ITSM Evolution: AI Integration for Scalable and Efficient Service Management

Abstract:

As digital transformation accelerates, organizations must reimagine their IT Service Management (ITSM) strategies to drive operational excellence and sustain competitive advantage. This session presents a comprehensive roadmap for evolving traditional ITSM into a future-ready, automated enterprise ecosystem, leveraging the latest advancements in ServiceNow and intelligent automation.

With over seven years of hands-on expertise in ServiceNow development and platform engineering, the presenter will share actionable methodologies for reengineering legacy, manual processes into streamlined, automated workflows. Attendees will gain deep insights into harnessing ServiceNow’s Flow Designer and Integration Hub to orchestrate complex, cross-functional automations that eliminate bottlenecks and enhance service delivery.

A highlight of the session is a practical, end-to-end demonstration of ITSM Virtual Agents showcasing how artificial intelligence and automation can revolutionize service request fulfillment, incident triage, and user engagement. The presentation will further explore the design and deployment of scalable, unified workspaces such as Service Operations Workspace and HR Agent Workspace, integrated with Advanced Work Assignment and dynamic skill management to optimize resource allocation and user experience.

To ensure sustainable growth and governance, the session will outline best practices for empowering low-code/no-code citizen developers while maintaining platform integrity, and for building executive dashboards that deliver real-time visibility into KPIs and operational performance. Attendees will leave equipped with proven strategies to architect resilient, scalable ITSM environments that accelerate innovation and deliver measurable business value.

Profile:

Sravanthi Mallireddy is a certified ServiceNow System Administrator and Developer with over seven years of diverse Information Technology experience. Holding a Master’s degree in Computer Science, she specializes in ITSM, HRSD, and the end-to-end design, administration, customization, and integration of the ServiceNow platform. Throughout her career, she has consistently driven operational efficiency, process reengineering, and automation across large-scale enterprise environments. Her robust technical expertise encompasses Java, JavaScript, various web technologies, and advanced ServiceNow scripting, enabling her to consistently deliver scalable business solutions and complex automated workflows.