Our Client

Our client is a global leader in human and animal nutrition, leveraging to deliver safe, healthy, and sustainable nutrition solutions worldwide. With operations spanning six continents, 330+ food and feed ingredient manufacturing facilities, 62 innovation centers, and a globally premier supply chain, the client generates approximately US$80 billion in annual revenue. Through years of acquisition-led expansion, our client built deep capability across the global nutrition supply chain. They embarked on a strategic journey to harmonize and modernize internal service operations to scale efficiently across that footprint.

Challenges

• Fragmented IT landscape created by years of global expansion through acquisitions, resulting in inconsistent platforms, processes, and service delivery models.
• Rising service volumes and operational complexity due to geographically dispersed operations and increasing digital dependency, placing strain on core IT and enterprise services.
• Operational bottlenecks and uneven user experiences caused by siloed tools, manual interventions, and lack of standardization across regions.
• Customization debt on ServiceNow that limited the ability to activate and scale native AI capabilities.
• Fragmented, multi‑vendor operations that made it difficult to maintain consistent service quality and operational stability at enterprise scale.
• Limited agility in day‑to‑day operations, slowing modernization efforts and constraining the organization’s ability to deliver scalable, AI‑driven experiences.

LTM Solution

Our client needed a complete overhaul of their run operations, given the challenges described above and the continuous layering of technology.

iRUN is a disruptive AI platform-led single delivery operating model built around business outcomes. Through business creativity, it combines the very best of human expertise with contextual AI that reasons across systems, acts before disruption, and keeps humans in the loop for advanced decisions.

LTM partnered with the client to deliver a unified, AI-native RunOps engagement spanning Application Support, Infrastructure Support, Security Services, Mainframe Application & Infrastructure Support, Enterprise SAP, and S/4HANA development support,  governed end-to-end through a single operating model.

The program began with a risk-free, phased transition across all towers, designed to minimize business disruption while embedding LTM’s Knowledge fabric. We enabled context intelligence by structurally building service ontologies with incident context, decisions, and outcomes, ensuring institutional knowledge stays in the system regardless of who leaves or what changes. AI-generated incident summaries, contextual knowledge lookups, and risk-aware resolution guidance augment human engineers at every step of the support lifecycle.

Beyond IT Services Management, LTM is implementing enterprise-wide agentic automation — automated record retrieval, updates, and linkage; AI-generated resolution summaries for faster closures; web research agents for complex troubleshooting; and AI-driven change implementation, backout, and test planning to strengthen governance. Critical platforms supporting commodity trading and nutrition labs are managed under a unified platform, while workplace service delivery is streamlined through self-service portals and persona-driven automation.

The technology spine integrates ServiceNow modules across IT, HR, Workplace, Customer Service Management, and Procurement Management. AI and automation are powered by native ServiceNow capabilities and LTM’s Knowledge fabric, replacing legacy automation to accelerate AI velocity.

Business Benefits

The transformation is delivering measurable impact while reshaping the operating foundation:

•    Zero-disruption transition: Business continuity preserved across all towers, with minimal change-of-vendor turbulence.

•    36% operations productivity improvement: Creating development bandwidth for new solution builds and optimization projects.

•    20–40% higher build productivity: Engineering co-pilots accelerate delivery with consistent quality and governance.

•    15–25% cloud cost reduction: AI-enabled FinOps drives sustained, structural savings on cloud consumption.

•    Improved end-user experience: AI-driven triaging, faster resolutions and clearer communications across global teams. Ultimately, it is expected to result in NPS growth and positive business impact

Conclusion

By pragmatically embedding knowledge fabric and agentic AI within existing ServiceNow workflows, our client is moving beyond AI experimentation to production-grade adoption across enterprise service operations. Effective automation, self-service, and persona-driven delivery are converting historically manual operations into a scalable, intelligent operating model. As a result, it is accelerating resolution, improving decision quality, and elevating the experience for employees and partners. With LTM as Business Creativity partner, the client now has a strong foundation and roadmap for continued expansion of AI-led intelligent automation across the enterprise.