LAB3 Reduces MTTR by 47% and Boosts Self-Service with ServiceNow AI

Client

LAB3 Pty Ltd

Industry

Technology

AI Tech Solution

Now Assist for ITSM, Now Assist for CSM, Now Assist for Creator, AI Search, AI-Powered Case Summarization, Microsoft Teams Integration, Skill Kit, GenAI for App Creation

Solution Provider

ServiceNow

Challenge

LAB3 faced growing service volumes, repetitive manual work, and customer expectations for faster support across regulated industries. Their existing approach couldn’t scale efficiently or support real-time collaboration, self-service, or AI-driven automation for engineers and customers.

Solution

LAB3 implemented ServiceNow’s Now Assist suite across ITSM, CSM, and Creator. The AI-powered platform enabled case summarization, automated ticket updates, natural language queries, AI Search, Microsoft Teams integration, and app code generation through GenAI. These features enhanced service agent productivity, self-service rates, and developer onboarding.

Results

Decreased mean time to resolution by 47%. Reduced workflow bottlenecks by 46%. Increased self-service rate by 20%. Achieved a 100x increase in Microsoft Teams-based AI usage. Reduced junior developer onboarding from months to weeks. Enabled AI-driven case handling and app generation across the service and development lifecycle.
Read Full Case Story

ITOpsAI Hub

A living library of AI insights, frameworks, and case studies curated to spotlight what’s working, what’s evolving, and how to lead through it.

What you’ll find in AI Blogs & Insights:

  • Practical guides on AIOps, orchestration, and AI implementation
  • Use case breakdowns, frameworks, and tool comparisons
  • Deep dives on how AI impacts IT strategy and operations

Explore the Blog
Many AI tools symbols in a vertical row. colors purple and blue.

What You'll Find in Resources:

  • Curated reports, research, and strategic frameworks from top AI sources
  • Execution guides on governance, infrastructure, and data strategy
  • Trusted insights to help you scale AI with clarity and confidence

Browse Resources
AI Brain on a circuit board. Colors purple, blue

What You'll Find in Case Studies:

  • Vetted examples of how companies are using AI to automate and scale
  • Measurable outcomes from infrastructure, IT, and business transformation
  • Strategic insights on execution, orchestration, and enterprise adoption

Explore All Case Studies