We make AI-driven service management work at scale

In partnership with ServiceNow, Atlassian, Salesforce, and Freshservice, DTL implements ITSM frameworks that align with industry standards such as ITIL 4, COBIT, and ISO 20000 to enhance operational efficiency and ensure seamless incident, problem, and change management.

Business Value:

• Automated incident resolution using AI-powered chatbots, Natural Language Processing (NLP), and virtual agents integrated into self-service portals.
• Reduction in Mean Time to Resolution (MTTR) through predictive analytics, machine learning models, and intelligent correlation of past incidents.
• Enhanced end-user experience via omnichannel self-service portals with real-time status updates and integrated IT knowledge bases.
• Comprehensive change management utilizing CMDB-based impact analysis to assess risks before applying system-wide changes.
• Scalable ITSM frameworks supporting multi-cloud and hybrid environments with automated IT asset tracking and service dependency mapping.

Use Cases by Industry:

• Healthcare: IT support automation for electronic medical records (EMR), automated access provisioning for HIPAA-compliant systems.
• Financial Services: AI-driven fraud detection and automated regulatory compliance tracking with continuous risk assessment frameworks.
• Retail: Automated IT asset management (ITAM) and real-time network monitoring for multi-location POS systems.
• Public Sector: NIST 800-53 and FedRAMP-compliant ITSM solutions with policy-driven IT support and compliance reporting.

Technical Approach:

• ServiceNow ITSM: Configuration Management Database (CMDB) for asset tracking, AI-driven workflow automation, and real-time SLA monitoring.
• Jira Service Management: Agile-based incident tracking with continuous feedback loops, integrated CI/CD pipelines, and DevSecOps support.
• Freshservice: AI-driven self-service IT portals, intelligent request categorization using NLP, and smart automation for ticket routing.
• Salesforce Service Cloud: Einstein AI-powered case management, intelligent routing for customer support requests, and predictive analytics for service improvements.

Potential Costs: Small Business: $50K - $200K | Enterprise: $200K - $600K+

In partnership with ServiceNow, Atlassian, Salesforce, and Freshservice, DTL provides comprehensive IT Asset Management (ITAM) and Configuration Management Database (CMDB) solutions, enabling organizations to track, manage, and optimize their IT assets throughout their lifecycle.

Business Value:

• End-to-end visibility of IT infrastructure, including hardware, software, cloud resources, and network components.
• Cost optimization through automated asset tracking, license compliance monitoring, and vendor contract management.
• Minimized security risks by integrating CMDB with SIEM, SOC, and automated vulnerability detection frameworks.
• Enhanced change management and risk assessment by leveraging CMDB insights to evaluate the impact of IT changes before deployment.

Use Cases by Industry:

• Healthcare: Medical device asset tracking and regulatory compliance with HIPAA and HITECH Act.
• Financial Services: Automated tracking of financial trading servers and cloud cost optimization using FinOps frameworks.
• Retail: Dynamic IT inventory management for multi-store operations and logistics efficiency.
• Energy & Utilities: Asset tracking and predictive maintenance for critical infrastructure.

Technical Approach:

• ServiceNow ITAM & CMDB: Automated asset discovery, dependency mapping, and lifecycle tracking.
• Jira Service Management CMDB: Custom asset relationships, workflow automation, and integration with DevOps toolchains.
• Freshservice ITAM: Cloud-based IT asset lifecycle tracking, AI-driven anomaly detection, and real-time license compliance reporting.
• Salesforce Asset Management: Enterprise-grade contract and vendor relationship tracking, automated renewal notifications, and intelligent procurement analytics.

Potential Costs: Small Business: $80K - $250K | Enterprise: $300K - $750K+

In partnership with ServiceNow, Atlassian, Salesforce, and Freshservice, DTL  provides HR Service Management (HRSM) solutions that modernize and automate HR workflows, ensuring seamless employee onboarding, case management, and self-service capabilities. We integrate AI-driven automation with leading HR platforms to optimize workforce management, enhance compliance, and improve employee satisfaction.

Business Value:

• Streamlined HR operations through AI-driven workflow automation for onboarding, benefits administration, and payroll integration.
• Enhanced employee experience with self-service HR portals, virtual HR assistants, and real-time case tracking.
• Automated compliance and auditing for regulatory frameworks such as GDPR, HIPAA, and SOC 2.
• Workforce analytics and predictive insights to enhance employee engagement and retention.

Use Cases by Industry:

• Healthcare: Automated credential verification and HIPAA-compliant HR case management.
• Financial Services: Employee access provisioning with strict security controls and audit trails.
• Retail: High-volume workforce onboarding automation and shift management.
• Manufacturing: AI-driven employee training and safety compliance tracking.

Technical Approach:

• ServiceNow HR Service Delivery: AI-powered case routing, automated onboarding, and integrated employee experience management.
• Atlassian Jira HRSM: Agile-based HR workflow automation and cross-functional collaboration.
• Freshservice HR Automation: AI-driven self-service portals and automated HR ticketing workflows.
• Salesforce Work.com & HRSM: Predictive analytics for workforce engagement, HR case automation, and compliance tracking.

Potential Costs: Small Business: $80K - $250K | Enterprise: $300K - $750K+

In partnership with ServiceNow, Atlassian, Salesforce, and Freshservice, DTL bridges the gap between DevOps and IT Service Management (ITSM) by integrating agile service management practices with continuous integration and deployment (CI/CD) pipelines and automated change management.

Business Value:

• Faster deployment cycles with real-time integration between ITSM change management and DevOps automation frameworks.
• Automated compliance enforcement within CI/CD pipelines, reducing the risk of misconfigurations and security vulnerabilities.
• Reduction in change failure rates by leveraging AI-driven risk assessment and impact analysis.
• Improved collaboration between IT operations, development, and security teams using a unified DevOps-ITSM workflow.

Use Cases by Industry:

• Software Development: Automated ticketing for DevOps incidents, self-healing infrastructure, and CI/CD optimization.
• Finance: Secure DevOps workflows for fraud detection, risk analytics, and automated compliance validation.
• Retail: Continuous application delivery for eCommerce platforms, supply chain optimization, and real-time demand forecasting.
• Public Sector: Policy-driven DevOps workflows for highly regulated environments.

Technical Approach:

• ServiceNow DevOps: CI/CD governance, automated deployment tracking, and integration with GitHub, Jenkins, and Kubernetes.
• Atlassian Jira & Bitbucket Pipelines: Agile-based release management, real-time DevOps monitoring, and automated issue tracking.
• Freshservice DevOps Automation: AI-driven release validation, rollback automation, and secure API integrations.
• Salesforce DevOps Center: Low-code CI/CD pipeline management and intelligent DevOps governance.

Potential Costs: Small Business: $80K - $250K | Enterprise: $300K - $1M+

In partnership with ServiceNow, Atlassian, Salesforce, and Freshservice, DTL provides Security Service Management (SecOps) solutions that integrate security operations with IT Service Management (ITSM) frameworks, ensuring rapid threat detection, incident response, and proactive vulnerability management through AI-driven automation.

Business Value:

• Automated security incident response using AI-driven Security Orchestration, Automation, and Response (SOAR) platforms.
• Real-time threat intelligence through integration with SIEM (Security Information and Event Management) systems.
• Faster resolution of security vulnerabilities by linking security operations with IT change management and DevSecOps workflows.
• Continuous compliance monitoring to enforce regulatory standards such as GDPR, HIPAA, NIST 800-53, and ISO 27001.
• Proactive risk mitigation by integrating vulnerability assessment tools with IT asset management and CMDB solutions.

Use Cases by Industry:

• Financial Services: Automated security policy enforcement, fraud detection, and compliance-driven risk management.
• Healthcare: HIPAA-compliant security operations, patient data protection, and real-time monitoring for insider threats.
• Retail: AI-driven fraud prevention, POS system security monitoring, and compliance enforcement for PCI-DSS.
• Public Sector: Automated security risk assessments, continuous monitoring of government systems, and threat intelligence sharing.

Technical Approach:

• ServiceNow SecOps: AI-driven security incident detection, SOAR automation, and real-time vulnerability tracking.
• Atlassian Jira Security Management: DevSecOps workflow automation, real-time security compliance tracking, and SIEM integrations.
• Freshservice Security Management: Intelligent threat monitoring, anomaly detection, and automated response workflows.
• Salesforce Security Cloud: AI-powered security analytics, role-based access control (RBAC), and automated identity management.

Potential Costs: Small Business: $100K - $300K | Enterprise: $400K - $1.5M+

In partnership with ServiceNow, Atlassian, Salesforce, and Freshservice, DTL provides Customer Service Management (CSM) solutions that enhance customer engagement, streamline service operations, and improve issue resolution through AI-driven automation and intelligent case management workflows.

Business Value:

• AI-powered self-service enables customers to resolve issues quickly through virtual agents, chatbots, and interactive knowledge bases.
• Omnichannel support integration for email, chat, social media, and voice, ensuring a seamless customer experience.
• Automated case management and intelligent routing, reducing response times and improving SLA compliance.
• Proactive issue resolution using predictive analytics and real-time monitoring of customer interactions.
• Improved customer retention and satisfaction through personalized service recommendations and proactive support strategies.

Use Cases by Industry:

• Retail & eCommerce: AI-driven chatbots for customer inquiries, automated return processing, and real-time order tracking.
• Financial Services: Smart case routing for fraud inquiries, digital banking support, and compliance-driven customer service automation.
• Healthcare: Automated patient support portals, virtual health assistant integration, and AI-driven appointment scheduling.
• Telecommunications: Real-time network issue tracking, automated troubleshooting recommendations, and proactive outage notifications.

Technical Approach:

• ServiceNow CSM: AI-powered customer service workflows, real-time sentiment analysis, and automated resolution tracking.
• Salesforce Service Cloud: Einstein AI-driven customer interaction analytics, intelligent case resolution, and automation of customer service operations.
• Freshdesk by Freshworks: AI-enabled ticketing system, chatbot-powered self-service, and integration with CRM and contact center platforms.
• Atlassian Jira Service Management: Agile-driven customer request handling, automated SLA monitoring, and knowledge base management.

Potential Costs: Small Business: $75K - $250K | Enterprise: $300K - $1M+