ServiceNow, AIOps, and product data siloed across 70,000 managed devices, with customer scope captured by hand in spreadsheets. Replacing fragmented tooling with a single governed operating model, built to onboard the first customer and scale from there.
Managed devices under one operating model
AI capabilities across the onboarding lifecycle
Quality gate on every handoff
The managed services business ran on fragmented platforms, with ServiceNow, AIOps, and product data siloed and no automated event-to-incident flows across an estate of 70,000 managed devices. Customer onboarding was manual: scope captured in spreadsheets and the CMDB populated by hand, which was error-prone, slow, and unverifiable at that scale. The operator needed an AI-native operating model in place to onboard its first managed services customer, and a foundation that could carry the business toward autonomous operations.
Synapt Autonomous Operations, deployed as a managed services transformation platform delivering three integrated capabilities across a 13-month programme.
ServiceNow platform covering 11 ITIL practices, the CSDM 5.0 data model, and 5 product families in a TM Forum SID-aligned PSR catalogue
AIOps integration with automated event-to-incident workflows and bi-directional CMDB sync across the managed device estate
38 AI capabilities spanning scope ingestion, real-time CMDB enforcement, and a data quality gate
A perpetual learning loop running on every onboarding journey
AI-augmented onboarding
LLM scope ingestion and real-time CMDB enforcement, replacing manual capture
Objective quality gate
Every handoff gated at 95%, with failed rules auto-generating remediation tasks
Unified event-to-incident flow
AIOps and CMDB synced across 70,000 devices under one governed model
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