itsm
AI Nexus ITSM
AI middleware for ServiceNow incident analysis at enterprise scale.
01
Problem
Enterprise ITSM teams drown in repetitive incident triage. Off-the-shelf cloud LLMs raise compliance and data residency concerns. Existing solutions don't integrate cleanly with ServiceNow data models or respect on-prem constraints.
02
Solution
Python middleware (Flask + LangChain) running on a Dell Precision RTX 6000 with Ollama-served gemma2:27b. ChromaDB vector store for incident history. PII sanitization layer before any prompt construction. REST API exposed to ServiceNow for inline incident enrichment. Zero internet egress required.
Tech stack
- Python 3.12
- Flask
- LangChain
- Ollama
- ChromaDB
- ServiceNow
03
Design goals
The architecture keeps tier-1 triage inside the customer's network: retrieval and inference run on-premise, so no incident text reaches a cloud LLM. Built for regulated environments — banking, healthcare, government — where data-classification rules, not model quality, decide what can be adopted.
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Built by an EU-incorporated senior team — 20+ years in enterprise delivery.