List of Aisera AISM Customers
Palo Alto, 94303, CA,
United States
Since 2010, our global team of researchers has been studying Aisera AISM customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased Aisera AISM for IT Service Management from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using Aisera AISM for IT Service Management include: Ciena, a United States based Manufacturing organisation with 8657 employees and revenues of $4.01 billion, McAfee Corporate, a United States based Professional Services organisation with 1800 employees and revenues of $1.92 billion, Norwest Venture Partners, a United States based Professional Services organisation with 100 employees and revenues of $10.0 million and many others.
Contact us if you need a completed and verified list of companies using Aisera AISM, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the ITSM software purchases.
The Aisera AISM customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of ITSM software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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Ciena | Manufacturing | 8657 | $4.0B | United States | Aisera | Aisera AISM | IT Service Management | 2015 | n/a |
In 2015, Ciena implemented Aisera AISM as an IT Service Management solution to improve employee productivity and reduce reliance on manual ticket handling. Craig Williams, CIO at Ciena, summarized the objective, saying At Ciena, we want our employees to be productive, this means they should not be trying to figure out how a ticketing tool works, nor should they be waiting around for a tech to fix their issues, and Ciena stated they believe that 75% of all incidents can be resolved through Aisera’s technology.
The Aisera AISM deployment focused on AI driven incident resolution capabilities along with virtual agent conversational interfaces, automated ticket triage, knowledge management, and service request automation consistent with IT Service Management functional workflows. Configuration work centered on training the knowledge repository and conversational models to reflect Ciena support processes, and on automating standard incident resolution and escalation pathways so support engineers handle higher complexity work.
Ciena applied Aisera across multiple platforms and integrated the Aisera AISM layer with existing IT tooling and knowledge sources to orchestrate resolution across channels, this created a central AI service layer that routes, resolves, and escalates incidents into the IT support ecosystem. Operational scope emphasized the IT service desk and end user support across the company, with the solution intended to operate as a first line of response and to reduce queuing for human technicians.
Governance and rollout were executed in close partnership with the vendor, focusing on iterative configuration, knowledge curation, and phased expansion across platforms, and the engagement emphasized partnership to align AI behavior with Ciena’s support mission. The stated outcome was an expectation that Aisera AISM would resolve approximately 75% of incidents and enable faster end user productivity, while allowing support teams to concentrate on complex escalations.
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McAfee Corporate | Professional Services | 1800 | $1.9B | United States | Aisera | Aisera AISM | IT Service Management | 2016 | n/a |
In 2016, McAfee Corporate deployed Aisera AISM to modernize IT Service Management. The implementation targeted IT service desk and Customer Success workflows, aligning Aisera AISM with incident, service request, and knowledge-driven support use cases.
Aisera AISM was configured to provide AI-driven self-service and conversational support, automated incident triage and ticket routing, and knowledge management connected to the service catalog. The deployment emphasized automated case deflection, contextual response generation, and workflow automation for ticket lifecycle management, leveraging intent detection and natural language understanding as core capabilities. Configuration work included mapping service actions to automated remediation steps and tuning AI responses against curated knowledge articles.
Operational coverage focused on Customer Success Group and IT service operations in the United States, with governance adjusted to incorporate AI-assisted approvals and escalation gates into existing support workflows. McAfee established a partnership with Aisera to manage model tuning, knowledge curation, and phased rollout across addressable support channels. Aneel Jaeel, SVP Customer Success Group, reported improved productivity and appreciable deflection of cases within the addressable spectrum for Aisera while maintaining a compelling customer experience.
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Norwest Venture Partners | Professional Services | 100 | $10M | United States | Aisera | Aisera AISM | IT Service Management | 2014 | n/a |
In 2014, Norwest Venture Partners implemented Aisera AISM for IT Service Management. The deployment centralized service desk workflows and automated routine ticketing and incident triage using Aisera AISM, aligning with IT Service Management functional patterns such as knowledge management, self service portals, and AI driven conversational interfaces. Implementation targeted the firm’s internal IT and security support functions and emphasized addressing service desk, security, and customer service cloud challenges noted by the investor commentary.
Configuration work focused on workflow orchestration, automated ticket classification and routing, and knowledge base publishing, with governance defined around incident triage, SLA handling, and content ownership for knowledge articles. Rollout used a phased adoption across IT operations and security teams to establish standard operating procedures for service requests and escalations. The implementation positioned Aisera AISM as the operational layer for IT Service Management at Norwest Venture Partners, concentrating on automating service workflows and formalizing governance for internal support functions.
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Buyer Intent: Companies Evaluating Aisera AISM
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