ServiceNow has featured LAB³ in a Customer Case Study impressed by our AI Capabilities on the Now Platform

LAB³ has deployed AI capabilities on ServiceNow’s Now Platform to transform our self-service experience for employees and empower them to deliver better services for our Managed Services clients.

With significant business growth in recent years, in the case study Anthony Wales, Director of Managed Services at LAB³, explains that service management is an obvious area that the LAB³ business needed to transform, both to improve efficiency and deliver premium services to our clients.

“We wanted to minimise manual or repetitive work for our support engineers, and empower them to become thought leaders that serve clients better. Our clients are also focusing on driving costs down, so enabling new ways of working is inevitable.”

Being at the forefront of technology innovation and pioneering AI solutions, the decision for LAB³ was whether to build our AI capabilities in-house or use ServiceNow. We also wanted to ensure that efficiency and cost savings didn’t compromise business outcomes.

“Given our confidence in our technology partnership with ServiceNow, LAB³ chose to implement Now Assist for IT Service Management (ITSM), Customer Service Management (CSM), and Creator, for improved productivity and continuous access to support offered by ServiceNow.”

As Anthony further explains, “It was a logical step to leverage ServiceNow’s AI capabilities that are already integrated in the platform and meet the majority of our requirements”.

Read The ServiceNow Customer Case Study