World Wide Technology Scales IT Support with AI

The Problem

A rapidly expanding workforce created more IT demand than the service desk could handle. With just 15–20 agents supporting nearly 12,000 employees, routine issues such as account lockouts and application access requests consumed most of the team’s bandwidth. The result: long wait times, reduced productivity, and frustrated employees. As a global business, WWT risked inconsistent support experiences across regions, further amplifying the challenge.

The Solution

In 2020, WWT deployed a Moveworks Agentic AI Assistant, powered by its Reasoning Engine, to act as an extension of its IT team.The assistant, named “Service Bot,” automates resolutions for common tasks and delivers nearly instant help

WWT’s automation strategy focused on three pillars:

• Automating repeatable requests: From password resets to account unlocks, Service Bot resolved issues automatically without IT intervention.

• Agent Studio workflows: The IT team built custom automations for security incident response, change approvals, onboarding notifications, and Active Directory lockouts.

• Scaling without headcount: WWT reported that AI and automation allowed the service desk to support nearly double the workforce without doubling staff.

During one critical security incident, Moveworks Agent Studio enabled WWT to deploy a self-service workflow that restored employee access to laptops in minutes—saving the service desk more than 120 hours and ensuring business continuity.

Beyond crisis response, Moveworks AI Assistant transformed the employee experience by enabling faster onboarding, consistent service globally, with around-the-clock availability for common IT requests. Employees no longer have to wait in queues; they receive almost instant resolutions that keep work moving forward.

The Result (Measurable Business Impact)

• 30% reduction in service desk phone calls
  

• 120 hours saved during a major security incident
  

• 150 successful self-service runs for account unlocks
  

• IT staff freed to focus on complex, high-value tasks instead of repeatable requests
  

• Improved onboarding and employee satisfaction through faster resolutions

Looking Forward

WWT is expanding Service Bot beyond IT into HR and Finance, automating workflows such as Active Directory lockout alerts, new hire manager notifications, and change approvals. The company also hosts internal hackathons where teams prototype new automations, driving continuous innovation. By tying automation directly to business growth initiatives, WWT ensures that its lean IT team can keep pace with an expanding global workforce—without compromising service quality.