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Pega
Pernod RicardPernod Ricard Adopts Pega for IT Service Management
Pernod Ricard, a consumer staples organization in France, uses Pega Smart Claims from Pega to support IT service management for IT and employees.
Pernod Ricard uses Pega Smart Claims to take incidents and requests through a single workflow instead of email chains.
“In France, IT and employees already knew where IT service requests went wrong: too many copies, too little ownership, and a close process that waited on the loudest inbox.”
“Pega offers a low-code platform for customer decisioning, case management, and workflow used in banking, insurance, and public sector.”
Independent write-up. Figures come from public sources or are illustrative.
Value results
| Category | Value result |
|---|---|
| Productivity | Handoffs in IT service management sit in a shared queue instead of a mailbox trail |
| Risk and compliance | Pega Smart Claims is the governed place IT and employees use for IT service management |
| Capability | New joiners can see how IT service management actually runs |
Story
Pernod Ricard did not need another dashboard that nobody opened. It needed IT service management to move. In France, IT and employees already knew where IT service requests went wrong: too many copies, too little ownership, and a close process that waited on the loudest inbox.
Pega Smart Claims from Pega is now in that path. Pega offers a low-code platform for customer decisioning, case management, and workflow used in banking, insurance, and public sector. The company treats it as production tooling for IT service management, which is why IT and employees live in it rather than exporting from it once a quarter.
Pernod Ricard can show how IT service requests is handled today. That is the value: a repeatable way to run IT service management on software the rest of the industry already recognizes.
