Your service desk knows every one of these tickets by heart
Password resets, SAP access, directory rights, joiner-mover-leaver processes: nara takes over the cases your analysts have been repeating for years and executes them under control, all the way into the ServiceNow ticket.
The real problem
It is not the volume that wears your team down. It is the reassignments.
In grown enterprise structures, a standard case travels through groups, queues, and responsibilities before anyone resolves it.
Every handover costs time, context, and employee trust in the service desk. nara intervenes before that cycle starts: an agent triages the request, pulls the right knowledge, runs the approved resolution step, and documents everything in the ticket. Only what genuinely requires judgment reaches your specialist groups.
Evidence, not assertion
33,674 incidents, six years, one clear picture
For a European manufacturing group, nara analyzed the complete ServiceNow history from 2020 to 2026: ticket sync, attachment extraction, embeddings across every case. The result was not a slide deck estimate but a prioritized automation list drawn from the company's own data. The same analysis can be the first step of your nara rollout.
What the data showed
Anonymized figures from the manufacturing group. Your numbers are validated per stack.
51 use cases
identified. The ten most frequent cover 48 percent of total ticket volume.
1.24 days
median resolution time, even for routine cases like password resets and access requests.
Around 20 percent
of tickets were reassigned two or more times before they were resolved.
85 articles, 20 new drafts
The gap analysis compared the existing knowledge base against real demand and generated 20 article drafts for the largest gaps.
Built for environments where control is not optional
In manufacturing especially, the systems your support team actually needs sit behind the firewall. nara is designed for that.
Edge execution on site
The Edge Connector runs inside your infrastructure and executes tools against devices, servers, internal APIs, and databases. Data does not have to leave your network for that.
RBAC, tokens, service accounts
Roles and permissions govern who sees agents, tools, and data. Server tokens and service accounts keep programmatic access under control.
No black box automation
Operating Protocols define when an agent searches knowledge, when it executes a tool, and when it hands off to people. Every action lands in the activity log.
Your ITSM stays in charge
Integrations with ServiceNow, Jira, Zammad, Confluence, and Microsoft Graph sync tickets and knowledge continuously in both directions.
Let your ticket data speak.
Using your own incident history, we show which use cases can be automated first and what that means for your specialist groups.
