CASE STUDY
RPA Solution for a Leading European IT Managed Service Provider
An Automation Anywhere digital workforce solution automating complex user administration tasks across legacy and modern applications for a first-line IT support desk handling 15,000+ monthly service calls.
Cognic DeskRPA
Search IT service tickets, accounts or RPA jobs…
Digital Worker Execution & User Administration Automation
15,000+
Monthly Support Calls
< 90 Sec
Average Incident Time (Down from 6 Min)
80%
Repetitive Task Automation
99.8%
Execution Accuracy
| Incident Ref | Client Enterprise | Requested Administration Task | Execution Time | RPA Bot Status | Confidence |
|---|---|---|---|---|---|
| INC-88102 | Industrial Systems Europe | Active Directory Password Reset & Unlock | 42 seconds | Resolved by RPA | 100% |
| INC-88109 | Nordic Manufacturing AG | ERP Multi-App Access Provisioning | 68 seconds | Resolved by RPA | 100% |
| INC-88115 | Euro Logistics Group | VPN Security Token Re-Issuance | 55 seconds | Resolved by RPA | 99% |
| INC-88122 | Bavaria Automotive GmbH | Shared Mailbox & Calendar Permissions | 50 seconds | Resolved by RPA | 100% |
| INC-88130 | Swiss Precision Metals | Legacy Mainframe User Lock Release | 75 seconds | Resolved by RPA | 98% |
15,000+ Monthly Support Calls
Handled across European enterprise clients and thousands of end-users
6 Min → <90s Average Handling Time
75% reduction in first-line support resolution cycle times
80% Straight-Through Automation
Routine user admin tasks executed completely by digital RPA bots
100% Auditable Enterprise Compliance
Comprehensive digital log of all user account modifications
What is IT Service Desk RPA Automation?
IT Service Desk RPA (Robotic Process Automation) deploys autonomous software bots (Automation Anywhere) to execute repetitive user administration tasks—such as Active Directory account unlocks, password resets, application provisioning, and permission adjustments across legacy and modern cloud software without manual human intervention.
A Smarter Way to Scale IT Managed Services
The Challenge
Support agents spending almost 6 minutes per incident executing manual user administration across complex, mixed IT systems.
The Solution
Automation Anywhere RPA digital workers integrated with ticketing systems to automate administrative execution.
The Outcome
Incident handling time cut to under 90 seconds, first-contact resolution soared, and support agent burnout was eliminated.
The Challenge
IT managed service providers struggle with rising support costs when first-line service desk staff spend their days on repetitive account administration.
High call volume exceeding 15,000 monthly incidents across European industrial clients
Average incident resolution time averaging 6 minutes due to system switching complexity
Mixed landscape of legacy client client-server applications and modern web tools
Service desk agents tied up on repetitive password resets and unlock requests
High human error rate during manual multi-step access provisioning workflows
Service level agreement (SLA) penalty risks during peak morning shift changes
Escalating staffing costs required to support growing client user bases
Inconsistent ticket logging and documentation across different support representatives
Manual Support Desk vs. Cognic Automation Anywhere Digital Workers
| Workflow Stage | Traditional Manual Workflow | Cognic AI-Powered Engine |
|---|---|---|
| Ticket Intake | Agent manually reading ticket and manually opening target admin tools | RPA listener extracting user credentials and requested action instantly |
| Active Directory Admin | Agent searching AD tree, checking policies, and manually resetting passwords | Automated digital bot executing AD unlock and policy reset in under 15 seconds |
| Legacy App Updates | Navigating clunky legacy desktop screens with complex keystrokes | Surface and API automation navigating legacy client interfaces flawlessly |
| Execution Speed | Nearly 6 minutes of manual handling per routine incident | Sub-90 second end-to-end execution and resolution |
| Error Rate | Occasional human typo leading to locked accounts and repeat calls | 99.8% precision with zero typing or policy configuration errors |
| Audit & SLA Logging | Manual notes typed in ServiceNow/Remedy with variable quality | Automated structured audit trail logged directly into the ticketing system |
The Cognic IT Service Desk RPA Engine
Three core pillars delivering intelligent, rapid, and compliant user administration.
01
ServiceNow & Ticket Queue Listener
Monitors incoming support incidents, parses user requests, and triggers corresponding digital worker workflows.
• Ticketing API integration
• Natural language intent parsing
• Automated security authorization check
→
02
Automation Anywhere Digital Workers
Executes account unlocks, password resets, and access modifications across Active Directory and legacy systems.
• Active Directory & Azure AD automation
• Legacy terminal & desktop UI bots
• Multi-application provisioning logic
→
03
Audit Logging & Ticket Closer
Records detailed execution telemetry, notifies end-users, and updates ticket status in real time.
• Automated ticket resolution notes
• User notification dispatch
• Immutable compliance audit trail
→
Sub-90s Handle Time
Down from 6 minutes per incident
Cross-System RPA
Bridges legacy client apps & modern cloud
100% Auditable
Complete digital trail for enterprise IT
RPA Support Platform Architecture & Pipeline
An automated, enterprise-grade robotic process automation pipeline.
1 Ticket Intake
› ServiceNow / Remedy Queue
› Email Request Intake
› User Identity Verification
› Task Classification
› RPA Control Room Trigger
2 RPA Orchestration
› Automation Anywhere Bot
› Credential Vault Access
› Active Directory API
› Legacy Desktop UI Bot
› Error Recovery Logic
3 Account Execution
› Password Reset Action
› Account Unlock Event
› Mailbox Permission Sync
› Security Token Issuance
› Validation Check
4 Closure & Audit
› Ticket Status Resolved
› Audit Log Entry
› User SMS/Email Notice
› ServiceNow Update
› SLA Analytics Export
From User Incident to Resolved Administration Ticket
An automated, audit-ready support resolution workflow.
Support Ticket
→
RPA Intake
→
Security Check
→
Bot Execution
→
Audit Logging
→
Resolved Ticket
RPA & Service Desk Automation Capabilities
Advanced robotic automation capabilities powering IT managed services.
Active Directory & Azure AD Automation
Executes rapid account unlocks, password renewals, and group policy assignments
Legacy Desktop & Terminal Surface Automation
Navigates complex on-premise industrial client applications via intelligent UI automation
ServiceNow Bi-Directional Synchronization
Pulls pending incident queues and updates work notes with exact execution timestamps
Secure Enterprise Credential Locker
Maintains administrative credentials in an encrypted vault meeting European data standards
Automated End-User Communication
Dispatches secure temporary credentials and instructions directly to verified employee mobile phones
Service Desk Lead & RPA Control Console
Service desk managers monitor digital worker queues, track average handling times, and inspect automated ticket closures.
| Incident Reference | Enterprise Client | Administration Task | Resolution Status | Action | ||
|---|---|---|---|---|---|---|
| INC-88102 | Industrial Systems Europe | Active Directory Password Reset & Unlock | Resolved in 42s | Resolved | 100% | |
| INC-88109 | Nordic Manufacturing AG | ERP Multi-App Access Provisioning | Resolved in 68s | Resolved | 100% | |
| INC-88115 | Euro Logistics Group | VPN Security Token Re-Issuance | Resolved in 55s | Resolved | 99% | |
| INC-88122 | Bavaria Automotive GmbH | Shared Mailbox & Calendar Permissions | Resolved in 50s | Resolved | 100% |
Enterprise IT Security & GDPR Compliance
Robust robotic automation controls adhering to European privacy and security standards.
GDPR Compliant
Encrypted Credential Locker
ISO 27001 Ready
Role-Based Access
AES-256 Bit Encryption
Immutable Audit Trail
Technology Stack
Key technologies powering the production deployment.
Automation Anywhere Enterprise
ServiceNow REST API
Active Directory / LDAP
PowerShell Automation
Microsoft Windows Server
SQL Server
C# .NET
HTML5 / CSS3
What Changed
Key operational and efficiency improvements.
Average incident resolution time cut by 75% from 6 minutes to under 90 seconds
Over 80% of routine user administration incidents resolved autonomously by RPA bots
First-line support team absorbed a 40% increase in monthly client call volume with zero added staff
Human error and accidental policy misconfigurations dropped to zero
Achieved 100% compliance with client SLA targets across all European enterprise accounts
Built for IT Managed Service Providers & Service Desk Leaders
Engineered for MSP executives, service desk directors, and IT operations leads.
MSP Managing Directors & Executives
Deliver exceptional SLA performance and grow account margins without adding support headcount.
Service Desk Managers
Eliminate repetitive tier-1 burnout and enable support engineers to solve complex technical problems.
IT Security & Compliance Officers
Ensure all user access modifications are strictly audited, authenticated, and logged.