Founded by the creators of Apache Spark, the storied analytics engine for big data workloads, Databricks is on a mission to democratize data and AI. Over 9,000 world-class organizations rely on the Databricks platform to enable massive-scale data engineering, collaborative data science, and full-lifecycle machine learning and analytics.

Databricks was in acute need of a major IT service management (ITSM) upgrade to scale its service desk and bring its employee experience on par with its high quality and service standards. The company needed a modern cloud solution that could keep pace with service tickets from about 5,000 employees and help it cope with infrastructure issues and manage service-level agreements. As an organization at the forefront of AI and data analytics, Databricks was keen to find an ITSM platform with AI capabilities to optimize IT investment decisions, deflect tickets, and help IT staff to work more efficiently.