Utilities on Denis Gontcharov https://gontcharov.eu/tags/utilities/ Recent content in Utilities on Denis Gontcharov Hugo -- gohugo.io en Thu, 14 Aug 2025 01:52:39 +0200 🎧 Watts in Your Data Podcast E6: AI Agents for IT Operations at Italgas with Serena https://gontcharov.eu/posts/podcast/e06-serena-italgas/ Thu, 14 Aug 2025 01:52:39 +0200 https://gontcharov.eu/posts/podcast/e06-serena-italgas/ <p>This time I had the pleasure of inviting Serena Delli to discuss how she deployed AI Agents at Bludigit - Italgas to help both IT and business people with troubleshooting and resolving operational tickets.</p> <p>Is your team getting buried under a pile of ServiceNow tickets with fuzzy descriptions and unclear objectives? Find out how you can automate some of that mind numbing work!</p> <iframe width="100%" height="180" frameborder="no" scrolling="no" seamless="" src="https://share.transistor.fm/e/520baad0"></iframe> <h2 id="my-favorite-notes">My favorite notes</h2> <ul> <li>Sometimes the agent can solve the problem so that no ServiceNow ticket needs to be created at all.</li> <li>A general agent &ldquo;general physician&rdquo; forwards tough requests to a specialized agent &ldquo;cardiologist&rdquo;.</li> <li>Hosting everything on Databricks allowed Italgas to double the rate of projects they deliver while reducing their cloud bill.</li> </ul> This time I had the pleasure of inviting Serena Delli to discuss how she deployed AI Agents at Bludigit - Italgas to help both IT and business people with troubleshooting and resolving operational tickets.

Is your team getting buried under a pile of ServiceNow tickets with fuzzy descriptions and unclear objectives? Find out how you can automate some of that mind numbing work!

My favorite notes

  • Sometimes the agent can solve the problem so that no ServiceNow ticket needs to be created at all.
  • A general agent “general physician” forwards tough requests to a specialized agent “cardiologist”.
  • Hosting everything on Databricks allowed Italgas to double the rate of projects they deliver while reducing their cloud bill.
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