Windward applied an assessment-to-delivery approach, pairing strategic advisory support with hands-on configuration to validate key capabilities and build a roadmap for continued growth.
Discovery & Readiness: Led discovery workshops and assessed configurations, licensed capabilities, knowledge content, and dependencies.
Structured Backlog: Translated requirements into a backlog and defined an MVP focused on AI and self-service.
AI-Enabled Experiences: Enabled AI Search, Now Assist skills, Virtual Agent, conversational catalog items, and success dashboards.
Roadmap & Handoff: Delivered as-built documentation, an implementation plan, and knowledge transfer for future deployment.
Clear Path Forward: 195 user stories created, with 15 ready for release and 180 backlogged for future work.
AI-Powered Self-Service: AI Search and Virtual Agent help employees find answers, reset passwords, and check ticket status.
Boosted Agent Productivity: Now Assist skills support summarization, sentiment analysis, and knowledge generation.
Measurable Performance: ITSM Success Dashboard configured with 63 KPIs for benchmark comparison.
Long-Term AI Readiness: Guidance on knowledge governance and AI token usage supports sustainable adoption.
