The GxP IT Challenge
Pharma IT service desks handle thousands of tickets across GxP-critical and non-critical systems. Studies show 30-40% of tickets are incorrectly categorized, causing misrouting and compliance risk.
ML-Enhanced ITSM
ML classifiers auto-categorize incidents by GxP impact. NLP analyzes descriptions for routing. Predictive models forecast incident spikes from change calendars.
Outcomes
- 40% faster MTTR for GxP-critical incidents
- 95% classification accuracy (misrouting from 35% to under 5%)
- Automated audit-ready compliance documentation
- 25% reduction in overtime costs