NexusAI: Turning IT Service Management into a Proactive Business Capability

The ITSM paradox: Why modern enterprises are still struggling 

Despite the increasing investments in digital platforms and hybrid IT environments, modern enterprises are still grappling with the same old issues. The frustration is palpable as IT service management (ITSM) remains labor-intensive, ticket-driven, and inconsistent in execution. 

Operational data indicate a disproportionate allocation of IT spend to “run” activities, with only ~7.4% of application-related IT budgets dedicated to transformation efforts (APQC). The remainder is consumed by maintaining system stability, addressing recurring issues, and responding to user incidents. This limits capacity for modernization and exposes support operations as a strategic vulnerability. 

Repeated incidents, limited process standardization, and fragmented support models consume excessive time and resources. Manual triage, siloed knowledge, and non-scalable workflows persist across IT support teams. 

Why traditional service models no longer work 

Support operations in large enterprises often contend with 100–700 applications across business units, each introducing unique dependencies, failure points, and ownership models. According to Gartner, 60% of IT support time is spent resolving repeat issues, typically low- to medium-complexity problems that follow similar patterns but lack consistent resolution pathways. 

This operational inefficiency translates to:

• Extended Mean Time to Resolution (MTTR) 

• Higher L1/L2 staffing requirements 

• Inconsistent user experience 

• Increased business risk due to downtime or delayed recovery 

The conventional model of adding resources, using rigid automation scripts, or maintaining static SOPs is no longer sustainable. The urgency for a scalable approach is clear. It must focus on repeatability, response time compression, and autonomous remediation, without creating additional support overhead. 

Enter NexusAI: A beacon of hope in a sea of IT challenges 

This marks the beginning of a new era for Agentic AI in ITSM. Agentic AI, a subset of artificial intelligence, is designed to operate in a manner that is perceived as autonomous, independent, and proactive. It promises to transform the way enterprises structure and deliver ITSM services. 

NexusAI, Mastech’s agentic AI solution, stands out with its unique features that redefine how enterprises structure and deliver ITSM. The platform employs a multi-agent system architecture, where specialized AI agents perform discrete tasks—such as classification, diagnostics, action execution, knowledge retrieval, and feedback capture—working in coordination to resolve support incidents autonomously. 

This architecture supports: 

• Granular issue classification across multiple channels (chat, ITSM platforms, alerts) 

• Autonomous execution of SOPs, scripts, and platform-specific actions 

• Closed-loop feedback systems that continuously retrain models and improve accuracy 

• Context-aware escalation, enabling seamless human-in-the-loop collaboration for complex scenarios 

Rather than building monolithic bots or automating individual workflows, NexusAI embeds capability delivery into the operational layer, allowing IT to function as a high-performance, outcome-driven service. 

Operational gains through autonomous capability delivery 

Deploying NexusAI unlocks measurable efficiency improvements and operational resilience: 

• Up to 80% MTTR reduction for recurring issue types (e.g., access control failures, job errors, integration breakdowns) 

• 30–40% IT capacity reallocated to strategic initiatives by automating high-volume L1/L2 tasks 

• Lower ticket volumes through self-service agents and real-time remediation 

• Higher support consistency through standardized, agent-driven execution of resolution paths 

The value proposition goes beyond task automation. NexusAI empowers IT teams to transition from queue-based support to capability-based service delivery, where business continuity, speed, and SLA adherence become embedded outputs. 

How NexusAI works 

At its core, NexusAI is built for modularity, security, and learning. Its architecture includes: 

• Composable agents: Each AI agent is finely scoped: one for classification, another for action execution, another for learning, and so on. This design enables plug-and-play adaptability across use cases. 
• Secure operating fabric: Every action is governed by strict identity policies (e.g., Azure Active Directory integration), with encryption in transit and at rest, and rigorous input/output sanitization to prevent unauthorized access and misuse. 
• Autonomous workflows with human oversight: For complex or high-risk issues, the system gathers diagnostics and escalates with complete context, empowering human experts to intervene where needed. 
• Continuous learning loops: Feedback from users, ticket outcomes, and system logs retrain models and refine SOPs. Over time, NexusAI gets smarter, faster, and more reliable. 

Real-world impact of agentic platforms in IT operations 

Companies that have adopted agentic solutions are seeing tangible, measurable results that go far beyond theoretical benefits: 

• Organizations have cut incident resolution times by up to 50%. 

• Companies that implement AI chatbots and self-service portals experience a 30% decrease in IT service desk costs. 

• Businesses have reported a 60% decrease in Level 1 support tickets. 

• AI-powered assistants have helped some teams cut their daily open ticket volumes by over 50% and resolve tickets twice as fast. 

Agentic platforms enable teams to respond more quickly, support a larger number of users, and contribute directly to business objectives. The result is a smarter, leaner, and more responsive IT function that adds measurable value every day. 

Conclusion 

The future of IT is about transforming support into an autonomous, intelligent, and measurable capability that aligns directly with business goals. 

NexusAI embodies this shift. With capabilities like intelligent SOP reuse, cross-tool execution, transparent governance, and explainable automation, NexusAI empowers enterprises to modernize their IT backbone without overhauling it from scratch. 

For enterprises seeking to modernize IT operations, reduce service costs, and enhance support velocity, NexusAI provides a structured and scalable path forward. To explore more about NexusAI, join our upcoming webinar. Register Now!