// Case study · 2026 — in delivery
A multi-agent service desk on Google's agent platform
NTT DATA — internal IT, enterprise scale
Solutions Architect — architecture owner
0
ITSM migrations — orchestrate above, never replace
A2A
peer agents: triage, identity, knowledge, and growing
4
models routed by task — Claude + Gemini via LiteLLM
The problem
An enterprise service desk absorbing high volumes of well-understood requests — password resets, access, software — on top of ITSM platforms that encode years of process and compliance investment. Replacing them would be a multi-year migration with zero strategic upside; leaving the experience as-is keeps burning L1 capacity on routine work.
The system
Architected an orchestration layer above the ticketing backends, not a replacement: a triage orchestrator built with Google's Agent Development Kit (ADK), deployed to Agent Runtime on the Gemini Enterprise Agent Platform (the platform formerly known as Vertex AI, rebranded at Cloud Next '26). It classifies intent and delegates over the A2A protocol to specialised peer agents — identity & access (Entra ID), RAG-grounded knowledge with citations on every claim — with managed Sessions and Memory Bank for state, multi-model routing across Claude and Gemini via LiteLLM, and human-in-the-loop gates on sensitive actions. A ticketing-port abstraction keeps the agentic core decoupled from any specific ITSM backend, with an adapter per system.
The outcome
In delivery: eleven accepted architecture decision records, a multi-backend core that treats existing ITSM platforms as immutable systems of record, agent-eval gates in CI, and a design built to productise across business units — the reference architecture for agentic service operations.