Building an autonomous enterprise with AI at scale

Building a multi-billion dollar business requires ambition, dedication and smart decisions. Doubling that figure in five years requires a fundamentally different approach to scalability.

That was the ambition LTM set for itself: reach USD10 billion without doubling its headcount. To achieve this, LTM began building an entirely new kind of workforce, one in which AI agents work alongside employees to improve efficiency, effectiveness and experience.

LTM built a new kind of workforce to double its revenue without doubling its headcount

LTM is a USD5 billion IT services business with 87,000 employees across 47 countries. It serves more than 700 global clients, and is pursuing its vision of an autonomous enterprise with smart, secure and simple workflows that drive efficiency and improve experience.

Today, 1,500 AI agents operate as digital employees across the enterprise. Each has an employee ID, an assigned manager and a defined role, and they undergo training and annual performance reviews. The AI agents support functions ranging from invoice processing and client onboarding compliance to executive research, operating around the clock across LTM's global footprint.

"In the agentic era, a digital workforce operating alongside our human workforce will be the foundation of how we scale and deliver value", says Venu Lambu, CEO of LTM.

The challenge of rethinking processes while maintaining a human-centred experience

LTM's rapid growth created complexity across its global operations. With 87,000 employees working across 47 countries, processes had become siloed, disconnected and inconsistent.

HR faced growing demand for fast and consistent employee support. Its existing processes made it difficult to scale services while maintaining a human-centred experience.

Security faced a different challenge. Employees were distributed across homes, offices and client sites, making the traditional security perimeter increasingly difficult to define. Analysts lacked a unified view of incidents and often had to manually connect information to understand and prioritise threats.

Project management also relied heavily on spreadsheets. LTM was running more than 8,000 projects simultaneously, making a single source of truth essential after the 2022 merger between LTI and Mindtree.

IT faced similar pressures. Employees had traditionally relied on structured forms and portals to raise requests, while engineers spent time manually triaging tickets and creating documentation.

Across these functions, LTM needed to move beyond isolated automation. It needed an integrated approach that could bring AI into everyday work while maintaining governance, security and measurable business value.

A solution where every employee has one interface for every AI interaction

LTM used the ServiceNow AI Platform to build an enterprise-wide foundation for autonomous operations across HR, IT, security and project delivery.

At the centre of the experience is RAIma, an AI-powered digital companion that provides employees with a consistent interface for AI interactions. RAIma began as a robot avatar and evolved into a more human persona, with voice and facial expressions designed to reflect LTM's brand and culture.

The experience is unified, while the intelligence behind it is distributed.

"With RAIma, our employees see just one digital companion", says Rajesh Kumar, CIO, LTM. "Behind the scenes, RAIma consists of multiple agents, using the agent-to-agent protocol and pulling from the ServiceNow knowledge base to present a consistent service". 

LTM transformed HR to make every employee feel heard

LTM built its global HR experience on ServiceNow HR Service Delivery (HRSD) as part of its broader Reimagine HR programme.

RAIma provides conversational support across the employee lifecycle. It helps employees access HR information, manage requests and resolve cases through a consistent experience. Distinct AI agents handle specific HR tasks while presenting a single identity to employees.

The transformation delivered measurable improvements. AI agents generate notes for 14,000 HR incidents and case resolutions each month. An AI agent supporting email saves 400 hours per month, while another agent analysing incident trends has reduced reassignments by 20%.

HR productivity increased by 21%, says Chetana Patnaik, Chief Human Resources Officer, LTM, while employee satisfaction with onboarding rose from 4.7 to 5.0.

Between June 2024 and July 2025, LTM estimates that the broader transformation delivered annual savings equivalent to 55 net FTEs and 50,000 hours in implementation efforts. Proactive health scans saved 10,000 hours of custom workflow development, while pre-built Impact accelerators saved 13,500 hours of custom workflow implementation.

"Our aim was to simplify HR processes and make them more human", adds Chetana. "With ServiceNow, we've brought in AI that has delivered an agile response with consistency and uniformity".

A need to secure a global enterprise where the traditional perimeter has disappeared

LTM implemented ServiceNow Security Operations, including Security Incident Response and Vulnerability Response, to create a more unified security operation.

Automated playbooks replaced manual interventions for activities such as firewall changes. Deep CMDB integration provided business context to security alerts. ServiceNow Impact Jump Start and Tune Up accelerators compressed implementation activities that could have taken quarters into weeks.

Incident assignment time dropped from minutes to less than five seconds. Time to contain a threat fell from hours to minutes, while total incident closure time decreased by two-thirds.

These improvements enabled a 160-person security team to manage a 40% higher workload.

"For our clients, what is foremost? I describe it in only one word: trust. A unified, monitored and automated security posture proves that our clients' data is in safe hands", says Chandan Pani, Chief Information Security Officer, LTM.

Compass 2.0: one source of truth for project delivery

LTM developed Compass 2.0, a project management lifecycle platform built on ServiceNow Strategic Portfolio Management (SPM).

The platform consolidates five applications into one and provides a single source of truth for 7,000 project managers and senior leaders. It supports activities ranging from project planning and task tracking to invoicing. ServiceNow Integrated Risk Management (IRM) embeds compliance into the project workflow, with risks captured at the deal stage and tracked throughout the project lifecycle.

Compass 2.0 improved reporting accuracy by 2.5% and saved 326,000 hours. Real-time dashboards provide visibility across more than 8,000 workstreams. Senior management review cycles became 87% faster, saving 210,000 hours annually.

LTM has also deployed more than 50 AI agents into project workflows. Each agent has a defined role and ID, allowing them to handle repetitive work while project managers focus on higher-value decisions.

AI-driven IT service management decreases ticket volumes by 30%

LTM is moving toward a simpler, AI-driven IT experience in which a single employee input can trigger end-to-end resolution.

"We're reimagining ITSM so one simple input can trigger end-to-end resolution", says Rajesh.

AI Agents on the ServiceNow AI Platform now interpret employee requests, retrieve relevant context and route them to the appropriate queue. Through RAIma, employees can raise IT issues or check ticket status without visiting a traditional portal.

For IT engineers, ServiceNow Now Assist provides AI-generated incident summaries and relevant knowledge articles when tickets open. It also supports documentation by converting resolved tickets into knowledge articles.

Across the IT function, LTM has reduced ticket volume by 30% and incident disruptions by 23%. Unplanned outages are down by 8.3%, while mean time to restore unplanned outages has decreased by 72.3%.

A dedicated AI agent investigates and recommends actions for 38,000 ITSM incidents each month, keeping a human in the loop. LTM also projects an 18% reduction in incidents escalated from alerts through ServiceNow AI products for ServiceNow IT Operations Management (ITOM).

"The future of work isn't about designing better UIs", Rajesh continues. "It's about designing intelligent agents that allow employees to simply get their jobs done".

Key benefits achieved by embedding AI Into everyday operations

LTM's enterprise-wide transformation demonstrates how AI can move from individual use cases into everyday operations.

• 1,500+ AI agents: Digital employees now operate across project delivery, IT, HR, security and governance.
• 21% higher HR productivity: AI-enabled HR operations improved team productivity while onboarding satisfaction increased from 4.7 to 5.0.
• 30% lower IT ticket volume: AI-enabled IT service management reduced ticket volumes and improved incident resolution.
• 40% higher security workload: Automation enabled a 160-person security team to manage a significantly higher workload.
• 326,000 hours saved: Compass 2.0 generated substantial time savings across project management.
• 87% faster management reviews: Real-time project dashboards accelerated senior management review cycles.
• 700+ clients: LTM's internal transformation provides a live demonstration of enterprise AI at scale for its global clients.

With 1,500 agents running across the enterprise, LTM built a governance layer to manage AI at scale  

With more than 1,500 agents operating across the enterprise, governance needed to scale alongside deployment.   

LTM used ServiceNow Impact's product adoption roadmap to sequence AI Control Tower across its AI portfolio. Regular health scans identify gaps early, while structured intake, consistent evaluation and standardised audits support oversight across AI initiatives.  

This creates a single system of record for AI inventory and risk oversight. The next phase will introduce enhanced risk and value assessment and custom reporting to strengthen decision-making.

By replacing fragmented AI governance with a unified system, LTM expects to improve AI asset management efficiency by up to 80%. LTM is also investing in AI education and certification across the organisation.   

"Everyone in our organisation will complete a foundational level of AI education and certification. Understanding AI's impact is essential to how we operate and how we succeed in an agent-driven world", says Rajesh.  

A future where the autonomous enterprise spans IT, HR, security and project delivery

LTM is moving AI out of innovation labs and into everyday work. Its autonomous enterprise now spans IT, HR, security and project delivery, creating measurable improvements across the business.

The integration of AI agents across LTM's ecosystem also allows them to build context around people, projects and processes. This creates a foundation for AI to become more useful and impactful over time.

"Because our AI agents are integrated across our ecosystem, they continuously gain context on people, projects and processes. That's what makes AI more useful and more impactful over time", says Rajesh.

For LTM, the transformation is about more than efficiency. It is about creating an enterprise where AI handles repeatable work while people focus on judgement, creativity and higher-value decisions.

"Yes to efficiency. Yes to effectiveness", says Venu. "But we'll accelerate our success if we make the experience of AI truly useful for each employee".