A New Approach to Process Optimization: AI That Works Like a Human—Only Better.

Your Challenge

Many IT and enterprise service organizations today face the challenge of efficiently managing their rapidly expanding process landscapes while ensuring a high level of service quality. Numerous processes in incident, request, and change management are still highly manual—despite clear process models. This leads to bottlenecks, delays, and an enormous dependence on individual employees.

In addition, in many organizations, the actual potential for automation is neither visible nor systematically assessed. Processes have often evolved over time, vary from team to team, and involve numerous data disconnects between ITSM tools, line-of-business applications, and legacy systems. This creates uncertainty about which steps can actually be automated, how AI can be used effectively, and how automation initiatives can be scaled sustainably.

At the same time, expectations from business units are rising: services are expected to be delivered more quickly, reliably, and transparently—regardless of ticket volume or staff availability. Meanwhile, IT organizations must reduce costs and free up resources to enable innovation and further development.

Without an intelligent, flexible automation solution like EMMA, it is becoming increasingly difficult to meet these requirements and provide long-term relief for the service organization.

A Solution Approach with EMMA – Intelligent Automation for Modern Service Organizations

With EMMA, the cognitive automation platform, IT and enterprise service organizations gain a solution that goes far beyond traditional RPA. EMMA works like a human at a computer screen: It recognizes user interfaces, extracts information, makes decisions, and independently executes entire process steps—reliably, quickly, and completely error-free.

By seamlessly combining AI, no-code design, and ITIL®-based process knowledge, EMMA makes it possible to automate even complex and heterogeneous workflows without having to program interfaces or modify systems . This makes possible for the first time what many organizations have been unable to achieve until now: automation exactly where processes actually take place today.

Working with you, SERVIEW identifies suitable processes, assesses potential, and develops a customized automation strategy that is fully aligned with your ITSM and ESM structures. Whether it’s incident handling, service requests, change preparation, or data reconciliation between tools—EMMA takes over precisely those tasks that are currently weighing down your teams and slowing you down.

The targeted use of EMMA results in:

• a noticeable reduction in the workload of day-to-day operations
• Faster turnaround times for IT services
• greater stability and process quality
• lower error rates and reduced reliance on staff availability
• Scalability, because automation processes can be easily expanded and customized

EMMA transforms manual, time-consuming tasks into intelligent, robust, and traceable end-to-end processes that have been proven to streamline your service organization and free your teams from routine tasks.

This results in an IT system that doesn't just react—but operates proactively, efficiently, and with an eye toward the future.

Our Services

SERVIEW provides comprehensive support as you implement EMMA and establish a modern, AI-powered service organization. Our approach combines technological expertise with a deep understanding of ITSM processes—delivering fast results, lasting impact, and maximum transparency.

1. EMMA Readiness Check – Clarity on Potential and Starting Points

In the first step, we take a close look at your existing process and tool landscape as well as your organizational framework. We analyze which processes are particularly suitable for getting started, where there is economically viable potential for automation, and which technical and organizational requirements must be taken into account. At the same time, we identify both short-term “quick wins” and medium- and long-term use cases that will drive your service organization forward in a sustainable way. Based on this analysis, we establish a clear, pragmatic starting point that sets the right priorities and paves the way for successful automation.

2. Automation Strategy & Roadmap – Measurable, Realistic, Scalable

Together with you, we develop a customized automation strategy that is precisely tailored to the needs and structures of your service organization. In the process, we clarify your overarching goals, define an appropriate governance structure, and establish roles, responsibilities, and the future operating model. At the same time, we prioritize the relevant use cases, determine a sensible implementation sequence, and formulate clear KPIs that allow you to measure the success of your automation. Based on this, we create a roadmap that not only enables you to achieve rapid, visible results but also ensures long-term scalability and sustainable impact.

3. Implementation & AI Design – We'll get EMMA up and running for you

Based on the prioritized use cases, we work with you to implement EMMA in a productive environment. To do this, we model your processes according to ITIL® and ESM standards, develop automated workflows within EMMA, and integrate the solution directly with your existing systems—without the need for time-consuming interface development. Through comprehensive testing, meticulous quality assurance, and close support during the go-live phase, we ensure that the automations operate reliably and stably. Throughout the entire project, we work hand in hand with your subject-matter expert teams to build knowledge and foster acceptance. The result is functional, robust automations that immediately and tangibly reduce the workload on your organization.

4. Empowering Your Teams – Automation at Your Fingertips

To ensure your organization can operate and further develop EMMA independently over the long term, we empower your employees through hands-on training and targeted coaching. Your teams will learn how to use the EMMA No-Code Designer, receive best practices for AI-powered automation in ITSM, and receive guidance as they implement their own use cases. At the same time, we support you in building internal expertise and automation teams that will serve as the key drivers of your automation initiative in the future. This fosters true independence and sustainable scalability within your service organization.

5. Stabilization & Continuous Optimization – Automation That Grows

Upon request, we can also provide long-term support for the operation and ongoing expansion of your automation landscape. We handle the monitoring and fine-tuning of existing processes, gradually expand EMMA to include new use cases and business areas, and continue to develop your automation strategy step by step. Regular quality and security checks ensure stability and trust, while we simultaneously support the integration of additional systems and service areas. This ensures that your EMMA environment remains future-proof, high-performing, and flexibly adaptable to new requirements.

The Results

With the introduction of EMMA and SERVIEW’s structured consulting services, a service organization is created that operates with noticeably greater efficiency, stability, and modernity. Manual tasks are reliably automated, processes run faster and with greater transparency, and your employees gain the freedom to focus on value-added tasks. Through the combination of cognitive AI, clear process logic, and a well-thought-out automation strategy, your IT operations reach a new level of quality: error rates drop, turnaround times are significantly reduced, and service quality demonstrably improves.

At the same time, you benefit from an organization that not only delivers faster but is also sustainably scalable. Automation processes can be easily expanded, applied to new areas, and flexibly adapted to changing requirements. EMMA thus becomes a constant driver of efficiency and innovation—and an integral part of a modern, future-proof service organization.

In short: With SERVIEW and EMMA, you can create a smart approach to service management that conserves resources, improves quality, and strategically reduces the burden on your IT department. An organization that doesn’t just automate—it works smarter.