CompuCom needed a way to orchestrate its tools, improve troubleshooting, and standardize incident resolution across customers.

With over 9 million devices under management and 8 million contacts handled each year, CompuCom ensures the reliability and performance of its customers’ digital workplace environments.

Before deploying Bonita, CompuCom faced several challenges in incident management:

• Lack of end-to-end visibility across IT systems.
• No automation in the incident lifecycle, resulting in inconsistent responses.
• Siloed processes across tools such as Moogsoft, Mulesoft, and ServiceNow.
• A high MTTR (Mean Time to Resolution) impacting customer satisfaction and SLA compliance.

CompuCom needed a way to orchestrate its tools, improve troubleshooting, and standardize incident resolution across customers.

‍

‍Solution

After evaluating several workflow solutions, CompuCom chose Bonita for its openness, extensibility, and strong integration capabilities, particularly with ServiceNow, Mulesoft (ESB), and Ansible.

Bonita was deployed as the central orchestration engine within CompuCom’s AIOps (Artificial Intelligence for IT Operations) architecture.

Key capabilities implemented:

• Automated incident management: Bonita replicates standardized resolution workflows across customers and executes actions directly on devices when required.
• Maintenance window management: Bonita synchronizes with change management systems to prevent false alerts during maintenance.
• Reporting and monitoring tools: Bonita applications query external systems to display scheduled maintenance and incident activity.
• Knowledge capture: Bonita requires technicians to document each step of the resolution process—including manual actions such as phone calls—enhancing the quality of CompuCom’s knowledge base.

Bonita runs fully behind the scenes: teams continue to work in ServiceNow, ensuring seamless adoption.

Results & Impact

Bonita has significantly strengthened CompuCom’s operational efficiency:

• Reduced MTTR through automated and repeatable workflows.
• High scalability: processes are reused across all customers with secure tenant separation.
• Improved reliability: every step of the process is documented, reducing human error.
• Measurable time savings: approximately 800 minutes saved monthly through task automation.
• Stronger AIOps strategy: Bonita is now a key component in CompuCom’s global automation roadmap.

‍

“With Bonita, we’ve been able to replicate incident resolution across customers, automate critical processes, and improve both speed and quality of our IT services. Bonita has become a key enabler in our AIOps strategy.”

Matthew Riding, Lead Digital Architect & Product Engineer, CompuCom

‍