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Pega@
Philip Morris International
Philip Morris International Runs IT Service Management with Pega
Philip Morris International, a consumer staples 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 |
| Productivity | Handoffs in IT service management sit in a shared queue instead of a mailbox trail |
| Risk and compliance | Pega Process AI is the governed place IT and employees use for IT service management |
Story
Philip Morris International did not need another dashboard that nobody opened. It needed IT service management to move. In the United States, 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 Process AI 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.
Philip Morris International 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.
