# Raleigh cuts IT desk costs by two‑thirds using ServiceNow AI agents

> The city of Raleigh says its new ServiceNow AI specialists have lowered its IT service‑desk spending by 66 %.

Oossa · 2026-10-08 · https://oossa.com/en/raleigh-cuts-it-desk-costs-by-two-thirds-using-servicenow-ai-agents

Raleigh, North Carolina, has deployed ServiceNow’s AI‑driven IT Service Desk Specialist. The city says the AI agents have trimmed its service‑desk costs by 66 % while handling a growing number of resident requests. ServiceNow (ticker NOW) calls the tool its “Super Intelligence Control Tower” for business processes. This is the first municipal rollout of the technology.

## The facts

- Cost reduction: 66 % lower IT service‑desk expenses
- Implementation: first municipal government to use ServiceNow’s IT Service Desk AI Specialist

## Why it matters

The savings could let Raleigh reinvest the saved budget into other city services as demand for IT support rises.

## Sources & references

1. [Raleigh, North Carolina, reduces IT service desk costs by 66% with ServiceNow AI agents](http://www.businesswire.com/news/home/20261008344133/en/Raleigh-North-Carolina-reduces-IT-service-desk-costs-by-66-with-ServiceNow-AI-agents/?feedref=JjAwJuNHiystnCoBq_hl-WsGkFyUNMTSNrPsg57HLEqqcp-o_pnudlUwsb5apQ1S4gUE65BTfjH3-pSuqdv0gW3cb3F4oTIgUqCPafFkgu5AneicJQDNboWvodvG82E0) – Business Wire, 2026-10-08

Last updated: 2026-10-08