About the client
T-Systems, the enterprise arm of Deutsche Telekom, runs managed infrastructure for some of Europe's largest organisations. Its Managed Infrastructure Services division handles a continuous stream of operational tickets across thousands of systems.
The challenge
A large share of those tickets are recurring and predictable, yet each one passed through manual classification and routing before anyone could act on it. The division wanted automation on top of its existing ServiceNow stack, but any solution had to run fully inside the corporate EU compliance perimeter, on internal infrastructure, behind corporate identity management.
What we built
Digital Colliers built a ticket automation platform layered on top of the existing ServiceNow installation:
- Rules-based auto-classification that recognises recurring ticket types on arrival.
- Intelligent routing that sends each ticket to the right resolver group without manual triage.
- REST API integrations connecting internal systems into the automation flow.
- A self-service portal handling the most common recurring requests end to end.
How we worked
Eight engineers in two teams delivered the platform as an augmented extension of the division's own organisation. Everything is containerised on the client's internal Kubernetes and secured via corporate SSO, with Java and .NET services behind an Angular front end.
The outcome
Recurring requests now resolve through automation instead of queues, and the manual triage load has dropped accordingly. The collaboration is ongoing inside one of the most compliance-sensitive environments in European IT.