Accelerating Service Digitization

A UK-based retailer, part of one of the world’s largest home-shopping groups, set out to modernize and digitize core IT services for its end users. With a focus on enabling highly automated operations across End User Services and Infrastructure, the customer aimed to create a more resilient, efficient, and scalable operational model in a rapidly evolving retail landscape.

The customer had only basic automation in place, and pandemic-related cost pressures created stringent targets for productivity improvements. Simultaneously, a planned ramp-down in the support team led to operational strain, impacting SLA compliance and consistency in service delivery. The environment required a sustainable automation-driven model that could stabilize operations while significantly reducing manual workload.

DigitalXC delivered Automation-as-a-Service, combining both the platform and execution layer to accelerate automation across service lines. The solution introduced closed-loop integration with customers ITSM solution and automated critical workflows across Mainframe, VDI, VMware, and Active Directory. This enabled streamlined fulfilment, improved operational predictability, and reduced dependency on manual support, even with a downsized team.