Published: Jan 16, 2026
Enabling AI-powered high performance IT services for a global workforce
Our client’s IT department faced growing challenges supporting over 25,000 users and managing more than 200 IT service requests daily. IT service management (ITSM) operations were further challenged by inconsistent service quality, slow issue resolution, and outdated operations and maintenance tools.
NCS transformed the ITSM function by unifying operating procedures and strengthening security governance to reduce operational risk. This streamlined workflows and improved efficiency, security, and service quality for employees across China, Hong Kong, and Singapore. By leveraging AI tools and predictive cloud Virtual Desktop Infrastructure (VDI), IT service request volumes were reduced by 20%. An onshore–offshore hybrid delivery model further optimised costs while enhancing service quality.
The introduction of unified desktop standards, security policies, and a phased transition playbook laid the foundation for scalable, AI-driven IT operations.
Key takeaways
- Modernised IT service management to support over 25,000 users across multiple markets.
- Reduced IT service request volumes by 20% using AI-powered tools and predictive VDI.
- Improved service quality, security governance, and operational resilience through a scalable delivery model.
The challenge
Our client faced challenges in supporting over 25,000 + employees and managing more than 200 daily IT service requests due to outdated tools, inconsistent service quality, slow issue resolution, and weak governance, increasing operational risk.
The solution
NCS implemented a reliable and efficient IT services model aligned with business goals. Over a two-week, zero-downtime transition, ITSM support was transformed, enhancing incident, asset, and knowledge management across onshore and offshore teams. Leveraging an AI-enabled ServiceNow platform, unified device management, strengthened security policies, and VDI-based Desktop-as-a-Service (DaaS), we improved data protection and operational resilience.
Subsequent phases will further modernise networks, servers, databases, factory networks, and managed services.
Snapshot of capabilities
- AI-powered ITSM platform
- Predictive VDI & DaaS
The impact
We helped our client’s employees across China, Hong Kong and Singapore improve operational efficiency, strengthen security, and elevate service excellence. IT service request volumes were reduced by 20% with the use of artificial intelligence (AI) tools and predictive cloud VDI solutions, improving overall service efficiency.
Costs and service quality were optimised through an onshore–offshore hybrid model and the establishment of a strategic offshore delivery centre in Chengdu.
Unified desktop standards, security policies, and a phased transition playbook laid the foundation for AI-driven efficiency improvements and long-term operational excellence.