Story
Pega
LaceworkHow Lacework Runs IT Service Management on Pega Customer Decision Hub
Lacework, an information technology organization in the United States, uses Pega Customer Decision Hub from Pega to support IT service management for IT and employees.
Value results
| Category | Value result |
|---|---|
| Productivity | Fewer stalled items because IT service requests has a clear owner |
| Productivity | Handoffs in IT service management sit in a shared queue instead of a mailbox trail |
| Capability | New joiners can see how IT service management actually runs |
Story
Lacework is based in the United States and runs information technology operations at a scale where IT service requests cannot live in side channels. IT and employees were reconciling competing copies of the same work, which slowed IT service management and hid who owned the next step.
The company runs IT service management on Pega, with Pega Customer Decision Hub as the product IT and employees actually open. Pega offers a low-code platform for customer decisioning, case management, and workflow used in banking, insurance, and public sector. For Lacework, that means IT and employees can open one workflow, see IT service requests, and let neighboring teams join without inventing a parallel stack.
Public materials confirm the companies and products. They do not always publish a single verified KPI for this pairing, so the outcome here is operational: clearer ownership, fewer stalled handoffs, and a shared record for IT service requests.
