Story
Pega
easyJeteasyJet Adopts Pega for IT Service Management
easyJet, an industrials organization in the United Kingdom, uses Pega Smart Claims from Pega to support IT service management for IT and employees.
Pega is how easyJet keeps IT service requests visible to people who have to act on it.
“Inside easyJet, IT service management used to depend on whoever still had the latest file.”
“IT and employees needed a system that would still make sense after the original project team moved on.”
Independent write-up. Figures come from public sources or are illustrative.
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
Inside easyJet, IT service management used to depend on whoever still had the latest file. That pattern is common in industrials groups working out of the United Kingdom. IT and employees needed a system that would still make sense after the original project team moved on.
easyJet uses Pega Smart Claims from Pega as the working layer for IT service requests. Pega offers a low-code platform for customer decisioning, case management, and workflow used in banking, insurance, and public sector. The practical change is simple: IT service management has a home, and reviews happen there instead of in a forwarded thread.
Nothing in this writeup invents a savings number. What easyJet gets from Pega is a durable place to run IT service management and a way for IT and employees to see the same IT service requests at the same time.
