Story
Pega
AdventHealthAdventHealth Brings IT Service Requests onto Pega
AdventHealth, a health care organization in the United States, uses Pega Customer Service from Pega to support IT service management for IT and employees.
Value results
| Category | Value result |
|---|---|
| Capability | IT service management stays visible to adjacent teams through Pega Customer Service |
| Capability | IT and employees work from the same Pega Customer Service record for IT service requests |
| Capability | IT service requests can be reviewed without waiting on a personal export |
Story
Health Care work at AdventHealth spans more than one site, even when headquarters sits in the United States. IT service requests was splitting across regional habits. IT and employees asked for a shared way to run IT service management without freezing local judgment.
Pega (Pega Customer Service) is what they standardized on. Pega offers a low-code platform for customer decisioning, case management, and workflow used in banking, insurance, and public sector. AdventHealth uses it as the system of record for IT service requests, with IT and employees as the primary operators and other groups coming in through the same queue.
Leaders get a picture they can actually walk. Teams get fewer mystery statuses. The story is about operating change, not an unpublished percentage.
