Nutanix gets rapid results using AI for IT support

Nutanix Case Study
“With Moveworks the results were immediate. We had a delightful user experience and improved productivity across the company within the first few days of rolling it out, not weeks or months later. Moveworks is a rare breed of technology that immediately provides value back that we can invest in other areas of IT.”
Wendy Pfeiffer, CIO, Nutanix

Fast deployment. Faster resolution.

35
%
of IT tickets now resolved autonomously
60
%

of Nutanix employees get IT help via the Moveworks bot every quarter

8
w

Moveworks deployed company-wide in 8 weeks

A cloud infrastructure leader 

IT leaders choose Nutanix for their enterprise cloud

Founded in 2009, Nutanix quickly became an industry leader in cloud software and hyperconverged infrastructure solutions. Nutanix helps companies to run any application at any scale with a dramatically lower total cost of ownership through one-click application management across public, private and distributed edge clouds. A steady rise in value since an IPO in 2016 has Nutanix valued at more than $9bn with over 3,700 employees.

Wendy Pfeiffer joined as CIO of Nutanix with a focus on improving the employee experience of IT and adopting more automation to bring gains in productivity and efficiency.

Faster, easier resolutions

Getting more value from existing tools

Despite using state-of-the-art IT Service Management tools, employees were suffering delays in getting issues resolved. Simple application requests typically sat in a help desk queue for 7 hours before an agent reviewed them. Communication delays meant it could be 5+ days before an employee got access to a requested application.

Nutanix needed to accelerate resolution without forcing employees to learn a new system or mobile app. To do this, Pfeiffer and her team wanted to deploy a conversational, AI-powered bot that employees could use inside the Slack enterprise messaging platform they were already comfortable using. They looked for a solution that could offer a single source for answers and issue resolutions, and that could run on top of the existing ITSM solution and other systems of record already in operation at Nutanix.

“With Moveworks these systems of record get pushed to the background so that employees don’t have to know they exist. They just have this delightful, modern AI layer that communicates with them and solves their problems right there and then.”
Wendy Pfeiffer, CIO of Nutanix

Rapid value for employees across the organization

Less than seven weeks after starting the integration, Nutanix rolled out the Moveworks AI platform company wide. Within two weeks the Moveworks bot became the most popular Slack integration at Nutanix. Employees immediately began relying on the bot to resolve all sorts of requests, from getting software to answering IT questions.

"What's great about Moveworks is that it's so engaging for employees." said Wendy Pfeiffer, CIO of Nutanix, "It's amazing to see, because employees get engaged not just in the technology, but also in the process. they're aware of the machine learning in the bot and they see it evolve and get more sophisticated every week"

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