Process optimization reimagined: AI that works like a human—only better.

Your challenge

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

In addition, many organizations do not have a clear view of their actual automation potential, nor do they evaluate it in a structured manner. Processes have often evolved over time, vary from team to team, and involve numerous media breaks between ITSM tools, specialist 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 up in the long term.

At the same time, the expectations of the specialist departments are rising: services should be provided faster, more reliably, and more transparently—regardless of ticket volume or staff availability. At the same time, IT organizations need to reduce costs and free up resources to enable innovation and further development.

Without an intelligent, flexible automation solution such as EMMA, it is becoming increasingly difficult to meet these requirements and relieve the service organization in the long term.

Solution approach with EMMA – Intelligent automation for modern service organizations

EMMA, the cognitive automation platform, provides IT and enterprise service organizations with a solution that goes far beyond traditional RPA. EMMA works like a human being at a screen: it recognizes interfaces, reads information, makes decisions, and executes complete process steps independently—reliably, quickly, and completely error-free.

Through the seamless combination of AI, no-code design, and ITIL®-based process knowledge, EMMA enables even complex and heterogeneous processes to be automated without the need to program interfaces or modify systems. This makes it possible for the first time to achieve what many organizations have not been able to implement until now: automation exactly where processes actually take place today.

Together with you, SERVIEW identifies suitable processes, evaluates potential, and develops a customized automation strategy that is fully aligned with your ITSM and ESM structures. Whether incident processing, service requests, change preparation, or data synchronization between tools—EMMA takes over precisely those work steps that are currently burdening your teams and limiting your speed.

The targeted use of EMMA results in:

• Noticeable relief in day-to-day business
• Faster turnaround times for IT services
• greater stability and process quality
• Reduced error rates and less dependence on staff availability
• Scalability, because automations can be easily expanded and adapted

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

This creates an IT system that not only reacts, but also works proactively, efficiently, and sustainably.

Our service

SERVIEW provides comprehensive support for the introduction of EMMA and the establishment of a modern, AI-supported service organization. Our approach combines technological expertise with a deep understanding of ITSM processes – for fast results, lasting impact, and maximum transparency.

1. EMMA Readiness Check – Clarity about potential and starting points

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

2. Automation strategy & roadmap – measurable, realistic, scalable

We work with you to develop a customized automation strategy that is precisely tailored to the needs and structures of your service organization. We clarify your overarching goals, define a suitable 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 can be used to measure the success of your automation. This forms the basis for a roadmap that not only enables you to achieve fast, visible results, but also ensures long-term scalability and sustainable impact.

3. Implementation & AI design – we get EMMA up and running for you

Based on the prioritized use cases, we work with you to implement EMMA productively. To do this, we model your processes according to ITIL® and ESM standards, develop the automated processes within EMMA, and connect the solution directly to your existing systems—without any complex interface development. Through comprehensive testing, careful quality assurance, and close go-live support, we ensure that the automations work reliably and stably. Throughout the project, we work hand in hand with your specialist teams to build knowledge and promote acceptance. The result is functional, robust automations that immediately reduce the workload on your organization.

4. Empowering your teams – automation in your hands

To enable your organization to operate and develop EMMA independently in the long term, we empower your employees with practical training and targeted coaching. Your teams will learn how to use the EMMA no-code designer, receive best practices for AI-supported automation in ITSM, and receive support in implementing their own use cases. At the same time, we support you in building internal competence and automation teams that will serve as the central drivers of your automation initiative in the future. This creates true independence and sustainable scalability within your service organization.

5. Stabilization & continuous optimization – automation that grows

On request, we can also provide long-term support for the operation and continuous expansion of your automation landscape. We take care of monitoring and fine-tuning existing processes, gradually expand EMMA to new use cases and specialist areas, and 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 keeps your EMMA environment future-proof, powerful, and flexibly adaptable to new requirements.

The results

With the introduction of EMMA and structured consulting from SERVIEW, a service organization is created that works noticeably more efficiently, stably, and modernly. Manual tasks are reliably automated, processes run faster and more transparently, and your employees gain the freedom to focus on value-adding tasks. The combination of cognitive AI, clear process logic, and a well-thought-out automation strategy takes your IT to a new level of quality: error rates drop, throughput 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. Automations can be easily expanded, transferred 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 an intelligent form of 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.