Enterprise-Scale Gen AI Orchestration Using Small LMs and LLM Agents for Intelligent ITSM and HRSD Automation in Enterprise Ecosystems

Abstract

Enterprise-scale orchestration of Generative AI (Gen AI) provides an intelligent integration of ecosystem actors within processes and workflows. The deployment of small enterprise-specific language models (LMs) combined with autonomous Behavioural LLM Agent architectures supports sophisticated orchestration of IT Service Management (ITSM) and Human Resource Service Delivery (HRSD) automation Use Cases, Including Digital Incident Management, Employee Onboarding, Offboarding, and Activity Allocation. Unlike traditional orchestration techniques, which typically rely on hardcoded workflows and limited logic, Gen AI techniques allow for enhanced coordination among Process-Performer Agents with minimal human involvement during execution.

An orchestrating agent guides execution, managing Process Performer communication, triggering actions based on input messages, keeping track of execution state, and rolling back processes when required. Agents can collaborate or operate independently based on trigger conditions and a behaviour set associated with each Use Case. During execution, Gen AI supports the automated generation of documentation, audit logging, and telemetry collection for the orchestration infrastructure. In this way, the Gen AI approach enables the intelligent, autonomous orchestration of processes and workflows across enterprise ecosystems—a goal that is exceedingly complex to achieve using traditional techniques.