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UK Enterprise Fortem Targets 50% Reduction in IT Tickets with Agentic AI Deployment

Richard Powell  2 min read

Fortem, a UK property services and regeneration company, has deployed Servicely’s autonomous ITSM platform to modernise its IT service operations. The company expects to reduce ticket volumes by 50% while automating up to 40% of manual service desk tasks.

The deployment replaces a traditional workflow-driven ITSM model with an agentic AI architecture capable of autonomously resolving requests across enterprise systems. The move reflects growing interest among European organisations in AI-native IT service platforms designed to eliminate ticket queues rather than optimise them. Spokespeople from Fortem and Servicely are available for briefing.

Servicely.ai, the autonomous IT service management (ITSM) platform built on agentic AI, today announced that Fortem, a leading UK property services and regeneration company, has selected Servicely as its enterprise-wide ITSM platform across its UK operations.

The deployment marks a significant shift toward AI-driven service delivery, with Fortem aiming to reduce IT ticket volumes by 50% while automating up to 40% of manual service desk tasks.

Moving Beyond Tickets to Autonomous Service Delivery

As organisations face increasing pressure to improve efficiency and modernise IT operations, Fortem is adopting a new approach to service management—one that prioritises automation, flexibility, and intelligent execution over traditional ticket-based processes.

Servicely’s platform deploys AI agents capable of understanding user intent, reasoning contextually, and executing actions across enterprise systems, enabling IT issues to be resolved end-to-end without manual intervention.

Designed for Flexibility, Built for Speed

A spokesperson from Fortem commented:

“The portal layout is significantly easier to update compared to our previous system, which allows us to move faster and respond to business needs more efficiently.”

“The platform feels far more flexible, particularly in how it enables automation without being constrained by rigid workflows.”

These capabilities were key factors in Fortem’s decision to adopt a more adaptive, AI-native approach to IT service delivery.

Delivering Measurable Operational Impact

Through the deployment, Fortem expects to:

  • Reduce IT ticket volumes by 50%
  • Automate up to 40% of repetitive manual tasks
  • Improve service responsiveness across its workforce
  • Enable a more scalable and efficient IT operating model

Fortem expects to eliminate half of its ticket volume while automating a significant proportion of repetitive service desk activity through the deployment of agentic AI.

A New Standard for IT Service Management

“This is a clear example of where the market is heading,” said Dion Williams, CEO, Servicely.ai. “Organisations are no longer looking to optimise ticket queues—they are looking to eliminate them. Fortem’s deployment reflects a broader shift toward autonomous IT service operations powered by agentic AI.”

Fortem is a UK-based property services and regeneration company delivering specialist services to housing providers and local authorities across the United Kingdom.

Servicely.ai is the Agentic ITSM platform that eliminates tickets through autonomous AI agents. Designed for enterprise environments, Servicely enables organisations to deploy intelligent agents that resolve IT issues end-to-end, reducing operational cost and improving service performance.

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