About the Client
The client is a leading global player in the energy sector, specializing in upstream oil and gas operations. With a strong focus on exploration, production, transportation, and marketing of crude oil, natural gas, and related products, the organization operates across multiple geographies to meet the world’s growing energy needs. Recognized as one of the largest independent companies in its domain by production and proved reserves, the client is committed to delivering sustainable energy solutions while driving innovation and operational excellence.
Market Trends
The global liquefied natural gas (LNG) market is undergoing a rapid transformation, driven by rising demand for cleaner energy sources, increased investments in infrastructure, and a strong push for operational efficiency. As countries seek to reduce carbon emissions and transition away from coal and oil, LNG has emerged as a strategic fuel for both domestic consumption and international export. In Africa, large-scale LNG projects are reshaping regional energy landscapes, attracting billions in investment and fostering economic growth. Companies are prioritizing digitalization, data-driven decision-making, and compliance with international standards to remain competitive and future-ready in a dynamic market environment.
Need for Change
Modern enterprises face growing complexity in managing incidents across diverse technology landscapes. Traditional approaches to enterprise incident management, often reliant on manual monitoring, fragmented knowledge, and reactive fixes, struggle to keep pace with high-volume pipelines and stringent SLAs. As technology environments grow and expectations for rapid response rise, organizations encounter new obstacles that demand smarter, more agile solutions. To overcome the challenges of traditional approaches, organizations need intelligent, automated enterprise incident management solutions that deliver real-time responsiveness, contextual insights, and seamless integration across systems.
Challenges
The client’s incident management was hindered by several challenges that led to repetitive troubleshooting and inefficiencies and this impacted their manufacturing units’ efficiency. Some of the key challenges included:
Fragmented Knowledge Ecosystem
Low Operational Efficiency
No Systemic Learning Loop
Integration Complexity
SLA Breaches in High-Volume Pipelines
Integration Across Diverse Technology Stacks
LTIMindtree’s Solution
To address these challenges, LTIMindtree implemented ResolvAI, an AI-driven automation framework that integrated with Microsoft 365, seamlessly plugging into the client’s incident management ecosystem. It was customized for the client to streamline and automate incident resolution, eliminate manual monitoring, and enable proactive management across high-volume data pipelines. Acting as a virtual expert, ResolvAI automated triage, ticketing, and scheduling, and boosted efficiency. Its enterprise-grade, domain-agnostic design bridged skill gaps and delivered expert responses at machine speed.
Key aspects of the solution included:
Contextual Ingestion
Ingested pipeline alerts via email or activity monitoring APIs. Applied past resolution intelligence for accurate, context-rich fixes.
AI-Powered Analysis
Utilized GPT-4o to analyze incidents, detect failures in real-time, pinpoint root causes, apply contextual fixes, and generate actionable recommendations.
Conversational Refinement
Enabled feedback, rating, regeneration, and prompt-based improvements directly in Microsoft Teams, and continuously learns from user interactions.
Workflow Automation: Orchestrated end-to-end incident resolution with:
- Approvals and Collaboration: Triggered approval workflows for critical issues and auto-schedules Teams meetings.
- Ticketing and Tasking: Automated ticket creation and updates in Microsoft Planner optionally (JIRA and ServiceNow) reducing manual overhead.
Enterprise Integration and Scale
Seamlessly integrated with Microsoft 365 and Power Automate using domain- and technology-agnostic architecture that supports plug-and-play deployment across environments.
Tech Stack
| AI/GenAI | GPT-4o |
| Automation | Microsoft Power Automate |
| Collaboration | Microsoft Teams, SharePoint |
| Monitoring and Reporting | Power BI |
| ITSM Integration | JIRA, ServiceNow (Optional) |
Benefits
Leveraging LTIMindtree’s ResolvAI automation framework delivered a range of measurable benefits and business value to the client. These benefits included:
Efficiency Gains
Cost Effectiveness
User Satisfaction
Volume
Accuracy
Knowledge Reuse
Conversational Usability Led to Higher Efficiency
Conclusion
This case study demonstrates how intelligent automation can fundamentally transform enterprise incident management at scale. By seamlessly integrating AI, in this case LTIMindtree’s ResolvAI framework, into existing data and application pipelines, the client was empowered to shift from reactive, manual operations to a proactive, learning-driven model that delivers faster resolution, higher accuracy, and sustained operational excellence. The measurable gains in efficiency, cost savings, and user satisfaction underscore ResolvAI’s ability to bridge skill gaps, institutionalize knowledge, and future-proof incident management for complex, high-volume enterprise environments—setting a new benchmark for resilient, AI-powered operations. ResolvAI sets a new standard for intelligent automation in enterprise IT as it is ready to deploy and scale for any enterprise. Thus, it empowers modern enterprises to transform incident management through advanced AI, seamless integration, and modular, domain-agnostic architecture.
Plug AI into your enterprise ecosystem seamlessly for enhanced incident management.
Connect with us at eugene.comms@ltimindtree.com to learn more.
