ITSM Migration & Modernization with Now Assist
Fortuna Services migrated a manufacturing group’s legacy ITSM to ServiceNow, introducing Now Assist AI and Agent Workspace for smarter support.
Challenge
A commercial vehicle manufacturer’s on-prem ticketing system lacked scalability and automation. They lacked a modern platform integrated with SAP and OpenText.
Solution
Fortuna delivered a phased migration to ServiceNow ITSM San Diego release including Now Assist, Virtual Agent and Agent Workspace.
- Migrated knowledge base (15 000 articles) and configuration items to CSDM/CMDB.
- Automated incident routing and AI-driven search with Now Assist.
- Linked SAP Change Management and OpenText document repository.
Result
- 40 % faster incident resolution.
- 25 % increase in agent productivity.
- Unified view of assets and knowledge.
“Our support teams work smarter, not harder — Fortuna made AI real for us.”
— Head of IT Operations