Belgium-Based IT Services Group Released 8,000 Engineering Hours Monthly with AI-Enabled Managed IT Operations

Cygnet.One helped the organization restructure its managed IT operations to handle growing service demand without proportional increases in engineering capacity. The engagement combined distributed service delivery, AI-enabled automation, centralized operational intelligence, and structured problem management to improve service consistency and reduce avoidable manual effort.

Managing IT services for hundreds of independent businesses requires a delivery model that can handle different infrastructure environments, user expectations, and operational priorities. For this Belgium-based IT services group, the responsibility extended across more than 400 companies and 25,000 users, all supported through a shared IT function.

As the number of service requests increased, the organization faced growing pressure on its engineering resources. Routine activities such as password resets, software installations, access changes, and employee provisioning consumed significant time. Meanwhile, recurring technical issues continued to generate new tickets, leaving engineers with less capacity for infrastructure improvements, security management, and long-term problem resolution.

The organization needed an operating model that could maintain local support for business-critical requirements while handling routine activities through centralized offsite engineering support. It also needed better coordination between monitoring, ticketing, backup, and endpoint management systems so that operational teams could identify related issues and respond with sufficient context.

To address these requirements, the organization partnered with Cygnet.One to redesign its managed IT service delivery. Cygnet.One established a five-location hybrid model that combined onsite teams in Belgium with an offsite engineering hub in India. The teams operated through one service queue, common runbooks, shared escalation procedures, and consistent SLA governance.

Automation became another central part of the engagement. With the Automation Anywhere AI Service Desk, common user requests could be handled through self-service and automated workflows before reaching engineers. Cygnet.One also strengthened root-cause analysis and problem management to prevent recurring faults from generating repeated support requests. The STRATA framework connected monitoring, operational intelligence, security, and continuous improvement across the environment.

Together, these changes improved the organization’s ability to manage IT operations across its client portfolio. The new model released 8,000 engineering hours every month, maintained operational efficiency above 95%, and gave engineering teams greater capacity to focus on complex technical issues and service improvements.

The organization had an established IT service delivery operation supporting hundreds of companies with different technical and business requirements. However, growing ticket volumes were placing increasing pressure on the shared engineering team. Maintaining service consistency across such a large portfolio required a better balance between local support, centralized operations, and automation.

The existing service model relied heavily on engineers to process routine requests and resolve incidents. Although the organization had monitoring, ticketing, backup, and endpoint management tools, the information generated by these systems remained fragmented. This limited the team’s ability to connect related events, identify recurring problems, and prioritize issues based on their operational impact.

The key challenges included:

• Repetitive Service Requests: Password resets, software installations, mailbox permissions, access changes, and routine onboarding activities consumed engineering capacity that could otherwise support infrastructure, security, and platform improvements.
• Balancing Local Support and Engineering Coverage: The organization needed onsite teams familiar with individual business environments while also maintaining sufficient capacity and extended-hours coverage for a continuous flow of support requests.
• Recurring Incidents and Repeated Ticket Volumes: Engineers frequently restored services and closed tickets without eliminating the underlying causes. Similar incidents continued to return, increasing workloads and limiting opportunities for permanent corrective action.
• Fragmented Operational Visibility: Monitoring, ticketing, endpoint, and backup tools generated separate alerts and operational data. Without a shared view of related events, engineers had to interpret information across multiple systems before determining which issues required attention.

These challenges affected the organization’s ability to manage rising service demand efficiently. Increasing engineering capacity alone would not address the underlying volume of repetitive requests or recurring infrastructure issues.

The organization sought a more coordinated managed IT operating model that could automate routine activities, improve incident prioritization, strengthen service governance, and reduce avoidable support demand. The objective was to maintain reliable services across its client portfolio while allowing engineers to spend more time on technical improvements, security, and complex problem resolution.

Cygnet.One worked with the organization to redesign its managed IT operations through a hybrid delivery model, AI-enabled service desk automation, and structured problem management. The engagement focused on improving service request handling, automating routine activities, and addressing the causes of repeat incidents.

The first step involved establishing a five-location operating model with four onsite teams in Belgium and an offsite engineering hub in India. The Belgian teams handled physical interventions, executive support, site-specific infrastructure, and local stakeholder requirements. The India-based hub provided extended-hours engineering support for ticket management, patching, backup operations, access administration, employee provisioning, automation, and reporting.

Both teams operated through a unified service management structure with a shared ticket queue, common SLAs, standardized runbooks, escalation procedures, and daily operational coordination. This ensured consistent service delivery across all locations while retaining onsite support for activities requiring local presence.

To reduce manual workloads, Cygnet.One deployed the Automation Anywhere AI Service Desk to automate common user requests before they reached engineers. Conversational self-service enabled users to complete password resets, account unlocks, software access requests, and status inquiries. Automated workflows also handled access changes, group memberships, license assignments, and routine provisioning.

Employee onboarding and offboarding were streamlined through automated joiner-mover-leaver (JML) workflows covering identity management, mailboxes, licensing, devices, and access permissions. This reduced offboarding time from days to minutes. Requests requiring technical intervention were automatically classified, enriched with relevant information, and routed to the appropriate engineering teams.

Cygnet.One also strengthened problem management by identifying recurring ticket patterns and investigating their root causes. Configuration changes, policy updates, patching, automation, and user guidance helped eliminate underlying faults and reduce repeated support requests.

To improve operational intelligence, Cygnet.One applied its STRATA intelligent infrastructure framework, bringing together infrastructure monitoring, event correlation, automated remediation, SLA management, and security controls. Signals from servers, networks, endpoints, backup systems, and service management tools were consolidated to reduce alert noise and improve incident prioritization. Regular analysis of ticket patterns and infrastructure behavior also helped identify opportunities for further automation and permanent corrective action.

These improvements released 8,000 engineering hours per month, equivalent to approximately 50 full-time engineering resources in capacity, without additional headcount. The results were calculated using actual automated or deflected transaction volumes, validated handling times, and effort eliminated through problem management, with measurements reviewed monthly.

The engagement also sustained 95%+ operational efficiency, reduced repetitive ticket demand, and improved service consistency across the client portfolio. Local support remained available while centralized engineering and automation handled routine operational activities.

With this operating model in place, the organization plans to expand self-healing capabilities, predictive capacity and failure modeling, security integration, and automated service workflows. Cygnet.One has helped establish a more efficient managed IT operation that supports over 400 companies and 25,000 users while giving engineering teams greater capacity for complex technical work and continuous service improvement.