Markerstudy Group, a leading financial services and insurance company, transformed its IT service desk operations by implementing ServiceNow's Virtual Agent (VA) and IT Service Management Pro. This transition enabled the company to automate routine tasks, provide 24/7 support, and improve user experience across its diverse brands. The introduction of the VA allowed Markerstudy to handle a surge in service desk demand, particularly during the COVID-19 lockdowns, by shifting to a fully self-service model. This transformation not only enhanced operational efficiency but also supported the company's rapid growth and improved employee work-life balance.

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