Story
Pega
National InstrumentsNational Instruments Runs IT Service Management with Pega
National Instruments, an information technology organization in the United States, 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 |
| Risk and compliance | Pega Process AI is the governed place IT and employees use for IT service management |
| Capability | New joiners can see how IT service management actually runs |
Story
National Instruments grew IT service requests faster than the local tools around it. From the United States, 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. National Instruments 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.
