Sold by: Brillio
Brillio’s Autonomous Enterprise Service Request Management is an agentic AI solution that automates enterprise ITSM service requests through intelligent orchestration, contextual decision-making, and governed workflow automation. Powered by ADAM AI Agents and built on AWS, the solution autonomously handles password resets, account unlocks, access provisioning, asset onboarding/offboarding, and CMDB reconciliation across enterprise systems. By enabling proactive, AI-driven service fulfilment with minimal human intervention, the solution delivers ~786 hours of monthly service desk effort savings, 25% improvement in First Level Resolution (FLR), faster fulfilment, and improved employee experience.
Overview
Brillio’s Autonomous Enterprise Service Request Management solution brings agentic AI capabilities to enterprise ITSM operations by automating high-volume service requests through intelligent orchestration and governed workflow execution.
Powered by ADAM (Agentic Data & Applications Management) AI Agents and built on AWS services including Amazon Bedrock, AWS Lambda, Amazon EKS, and Amazon DynamoDB, the solution understands end-user context, accesses enterprise systems, and orchestrates dynamic workflows across IT operations environments.
The solution combines deterministic workflows, enterprise governance rules, and AI-driven contextual reasoning to improve fulfilment speed, reduce operational fatigue, and enhance employee experience.
The solution integrates with enterprise ITSM, IAM, endpoint management, and CMDB ecosystems without disrupting existing workflows.
Background:
Enterprise IT service desks manage large volumes of repetitive service requests including:
• Password resets
• Account unlocks
• Access provisioning and de-provisioning
• Asset onboarding and offboarding
• CMDB reconciliation and asset validation
Traditional service request fulfilment relies heavily on manual coordination across systems, resulting in:
• Delayed fulfilment and poor user experience
• High operational effort for repetitive tasks
• Increased dependency on L1 support teams
• Inconsistent governance and compliance execution
Organizations require AI-led service request operations that can autonomously coordinate workflows, enforce governance, and improve fulfilment efficiency.
Solution:
The solution deploys specialized AI agents across enterprise ITSM operations:
• Identity & Access Agent: Handles password resets, account unlocks, and access provisioning workflows with built-in validation and compliance checks
• Workflow Orchestration Agent: Coordinates multi-system service fulfilment across enterprise applications and infrastructure platforms
• Asset Lifecycle Agent: Automates onboarding and offboarding activities including asset allocation, CMDB updates, and endpoint tracking
• Asset Discovery & Reconciliation Agent: Validates enterprise assets using OCR, reconciles CMDB records, and flags discrepancies
• Intelligent Service Desk Agent: Understands user context, prioritizes requests, and manages proactive fulfilment workflows
A centralized orchestration layer combines enterprise policies, historical fulfilment intelligence, and AI-driven reasoning to automate service request operations with human oversight where required.
Key Capabilities:
• Autonomous password reset and account unlock workflows
• Intelligent access provisioning and de-provisioning
• Automated asset onboarding and offboarding
• OCR-driven asset discovery and CMDB reconciliation
• AI-driven workflow orchestration across enterprise systems
• Centralized service request visibility and governance controls
Customer Success Stories & Measurable Outcomes
• ~786 hours of monthly service desk effort savings
• 25% improvement in First Level Resolution (FLR)
• Reduced repetitive operational workload for IT teams
• Faster fulfilment and improved employee experience
• Improved governance, compliance, and operational efficience.
Highlights
- Autonomous Enterprise Service Fulfilment: ADAM AI Agents autonomously manage password resets, account unlocks, access provisioning, and asset lifecycle workflows across enterprise systems with minimal human intervention.
- Intelligent Workflow Orchestration: The solution orchestrates multi-step enterprise service request workflows with built-in governance, compliance validation, and contextual decision-making to improve fulfilment speed and operational efficiency.
- Improved Employee Experience & Operational Efficiency: The solution delivers ~786 hours of monthly service desk effort savings and 25% improvement in FLR by reducing repetitive operational tasks and enabling faster, reliable 24x7 support.
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Support
Vendor support
The Brillio team will assess the client ecosystem to perform the necessary integrations with the solution.
This offering is ideal for enterprises seeking to modernize their Application Management Services through AI-driven proactive incident prevention and autonomous ticket triaging.
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