To replace a legacy ticketing monolith like ServiceNow with a text-based LLM pipeline, you should transition to a "GitOps for Service Management" model: replace

To replace a legacy ticketing monolith like ServiceNow with a text-based LLM pipeline, you should transition to a "GitOps for Service Management" model: replace form-based entries with a central, version-controlled Markdown or JSONL repository where every ticket is a discrete text file containing structured metadata (tags, timestamps, status) and unstructured conversation logs. These files are monitored by a CI/CD pipeline that triggers a RAG (Retrieval-Augmented Generation) indexing process, allowing a fine-tuned LLM to serve as the primary interface for querying historical solutions, generating automated responses, or updating ticket states via natural language commits. By treating the service desk as a living document store rather than a relational database, you eliminate UI friction and enable the LLM to act as the "logic layer" that categorizes, routes, and resolves issues directly from the raw text stream.