Story
Pega
BoseBose Modernizes IT Service Requests with Pega
Bose, a consumer discretionary 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 |
| 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
Bose grew IT service requests faster than the local tools around it. From the United States, consumer discretionary teams still had to serve customers and internal partners who expected a straight answer. IT and employees were the ones stitching the picture together by hand.
Rolling out Pega Platform put IT service management on Pega. Pega offers a low-code platform for customer decisioning, case management, and workflow used in banking, insurance, and public sector. Bose keeps the product in the path where work already happens, so IT and employees do not context-switch into a graveyard system used only for audits.
The visible result is steadier IT service management. IT service requests is easier to inspect, and adjacent groups can join IT and employees without a guided tour of someone's desktop.
