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Iberdrola , one of the world’s largest utility companies, has embraced cutting-edge AI technology to revolutionize its IT operations in ServiceNow . By using different agentic architectures, Iberdrola has transformed the way thousands of change requests and incident tickets are managed, streamlining processes and enhancing productivity across departments.

Through its partnership with AWS, Iberdrola implemented those agents in a groundbreaking solution using Amazon Bedrock AgentCore , targeting three key areas: optimizing change request validation in the draft phase, enriching incident management with contextual intelligence, and simplifying change model selection using conversational AI.…

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