Story
Pega
Baxter InternationalPega Supports IT Service Management at Baxter International
Baxter International, a health care organization in the United States, uses Pega Platform 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 |
| Risk and compliance | Pega Platform is the governed place IT and employees use for IT service management |
| Capability | New joiners can see how IT service management actually runs |
Story
Baxter International is based in the United States and runs health care 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 Platform 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 Baxter International, 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.
