it_support · energy · workflow
Iberdrola enhances IT operations using Amazon Bedrock AgentCore for change management and incident enrichment
Iberdrola's IT operations were slowed by manual change request resubmissions and a lack of contextual intelligence in incident management, creating bottlenecks that impeded ticket resolution across departments.
How it works
Common implementation structure
How this type of workflow is generally built, generalized across documented cases — not tied to any one vendor's stack. Click any stage to read what happens there. Specific products that implement these stages appear in “Tools commonly seen” below.
Stage 1 · ServiceNow initiates request
Users initiate requests through ServiceNow, which communicates through a REST API to the MicroGateway.
Tools used
Amazon Bedrock AgentCoreServiceNow · partnerLangfuseLiteLLMAmazon NovaAnthropic ClaudeAmazon BedrockAmazon Bedrock GuardrailsAmazon S3Amazon RDSAmazon ECRAmazon EKSAmazon CloudWatchOpenTelemetryEntra ID
Outcome
Iberdrola realized substantial productivity gains and improvements in data quality across change and incident management, reducing engineering cognitive load and accelerating safe delivery across IT operations.
Results
Time saveddrastically reduces processing times
Volumehelp teams accelerate ticket resolution
Grounding & classification
Source type: platform led case
43 fields verified against source quotes, 3 dropped as unverifiable.
agentic workflowconversational aiknowledge searchmulti agent workflowragknowledge basesupport ticketnamed customerproduction runtime claimedsource backedvendor confirmedworkflow describedenergycycle time reductionemployee productivityerror reductionplatform led casecompliance monitoringincident managementit supportticket triageagentic task executionextract classify route