Story
Pega
BuildkiteBuildkite Runs IT Service Management with Pega
Buildkite, an information technology organization in Australia, uses Pega Process AI from Pega to support IT service management for IT and employees.
Value results
| Category | Value result |
|---|---|
| Capability | IT service requests can be reviewed without waiting on a personal export |
| Capability | Named workflow replaces ad hoc routing for IT service requests |
| Capability | IT service management stays visible to adjacent teams through Pega Process AI |
Story
Buildkite grew IT service requests faster than the local tools around it. From Australia, information technology 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 Process AI 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. Buildkite 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.
