Global IT Services Provider Integrates Resolve to Drive Scaled Automation

Organization Profile

‍Industry: IT Services & Consultancy
Company Size: 38,000+ Employees
Region: Global
Services: Digital transformation, IT outsourcing, and enterprise technology solutions

From Fragmented Scripts to Governed Automation

A global IT services leader, managing complex operations across diverse client environments, had long fostered a strong engineering culture where teams actively scripted local automations to solve day-to-day challenges. While this distributed approach demonstrated agility and innovation at the ground level, the business demanded enhanced standardized governance, visibility, and reuse of assets across the enterprise.

“We’ve always had smart engineers scripting and solving problems locally,” said a Delivery Manager of Emerging Technology at the company. “But that also meant automations were siloed; there wasn’t visibility or approval over what was being deployed.”

To support maturing enterprise automation goals, leadership recognized the need to transition from isolated scripting practices to a more cohesive, policy-aligned orchestration layer. The organization began evaluating solutions that would bring auditability, role-based access, centralized oversight, and repeatable automation delivery across client environments, enabling both speed and control.

This shift evolved pockets of automation excellence to a scalable, governed, and transparent automation fabric that could keep pace with business demands while ensuring compliance and security.

Establishing a Transformation Foundation with Resolve

For the organization, automation has never been viewed as a standalone initiative; it’s a long-term transformation journey woven into the fabric of how value is delivered across client ecosystems. As operations scaled, so did the need for a more structured and accountable automation framework.

The global IT services leader chose Resolve, an enterprise automation and orchestration platform, because it empowers organizations to govern, scale, and standardize automation across complex IT environments. With centralized control, policy driven workflows, and secure role-based access, it delivers consistency, visibility, and auditability across teams and clients. Its native AI powered insights and agentic capabilities enable smarter, autonomous operations that translates to faster issue resolution, greater consistency across environments and enhanced service reliability, reduced manual effort, and improved compliance. This ultimately drives measurable efficiency while enhancing service quality, resilience and agility.

“The value of Resolve lies in its ability to provide organization-wide visibility”, the company’s Head of Automation shared. “We can see where automation exists, what it’s doing, and ensure it follows the right governance process. That’s critical as we scale responsibly across client environments.”

While deployments across a couple of clients are still in their formative stages, a solid foundation exists: a centralized control framework that brings approval workflows, security protocols, and automation reuse into a unified ecosystem. These capabilities are essential prerequisites for building automation maturity at scale.

Laying the Groundwork for Scale

Automation maturity varies across clients and business units, reflecting the organization’s diverse operational landscape. To address this, the team continues to pilot Resolve across targeted service lines, strategically integrating it where governance, consistency, and visibility are most needed.

Key focus areas include:

• Centralized script and workflow oversight, improving auditability, compliance, and operational control.
• Client-specific pilot automations, reducing manual effort and improving response times.
• Shift-left initiatives, empowering Tier 1 teams to resolve issues faster and preparing the path for future Tier 0 automation.
• “Our journey is about building confidence,” the delivery manager went on to say. “Each pilot helps teams see that automation isn’t taking jobs away; it’s creating space to focus on higher-value work.”

Automation as a Cultural Shift

Even as technology evolves, the organization’s leaders view transformation as primarily cultural. Teams are being encouraged to share ideas, collaborate on opportunities, and view automation as a growth enabler rather than a threat.

“Many automation programs fail because they start without a vision,” said the organization’s Head of Automation. “You have to align leadership and define what transformation really means for your business. Only then can tools like Resolve deliver their full value.”

This cultural foundation is helping unify teams, establish shared goals, and connect automation initiatives to tangible business outcomes.

A Broader Automation Journey

Beyond the Resolve pilots, the company continues to advance automation across multiple technologies and client engagements. In one example, it automated the creation of more than 13,000 onboarding and offboarding tickets each month, demonstrating the scale of opportunity and reinforcing the importance of governance as automation expands.

That success underscores how a structured approach, supported by platforms like Resolve, can help service providers apply automation not just to isolated tasks, but to systemic challenges across their client lifecycle.

Looking Ahead: AI-First Transformation

As the organization strengthens its automation foundation, leaders are focused on integrating AI-driven orchestration and developing new skill sets across the workforce.

“AI is no longer theoretical; it’s in the hands of users,” the Head of Automation noted. “We have to keep reskilling and rethinking how we work, because transformation won’t wait.”

With Resolve as part of its automation toolkit, the global IT services provider is well-positioned to scale automation securely and intelligently, laying the groundwork for self-healing, AI-driven operations across its enterprise and client environments.

Ready to Transform with Automation?

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