Story
Pega
TruistHow Truist Runs IT Service Management on Pega Customer Decision Hub
Truist, a financials 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 | Handoffs in IT service management sit in a shared queue instead of a mailbox trail |
| Risk and compliance | Pega Customer Decision Hub is the governed place IT and employees use for IT service management |
| Capability | New joiners can see how IT service management actually runs |
Story
Financials work at Truist 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 Decision Hub) 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. Truist 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 The story is about operating change, not an unpublished percentage.
