Within the City of Seattle, the IT Department resolves service requests and incidents through service/help desk or the Service Hub system. Given the complexity of the data generated from the system, it's challenging for IT staff to extract actionable insights to expedite the resolution of stalled requests. This project aims to transform organizational management embedded with AI techniques. By implementing Llama 2 with the LangChain framework and running open-source large language models locally, we developed a chatbot (EVAN9000) to optimize operational efficiency while ensuring data security. Extensive experiments and evaluations have validated its effectiveness for promising enterprise-level use cases.