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Pega
PlaytikaPega at Playtika: IT Service Requests
Playtika, a communication services organization in Israel, uses Pega Process AI 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
Playtika did not need another dashboard that nobody opened. It needed IT service management to move. In Israel, IT and employees already knew where IT service requests went wrong: too many copies, too little ownership, and a close process that waited on the loudest inbox.
Pega Process AI from Pega is now in that path. Pega offers a low-code platform for customer decisioning, case management, and workflow used in banking, insurance, and public sector. The company treats it as production tooling for IT service management, which is why IT and employees live in it rather than exporting from it once a quarter.
Playtika can show how IT service requests is handled today. That is the value: a repeatable way to run IT service management on software the rest of the industry already recognizes.
