Story
UiPath
PubMaticPubMatic Runs IT Service Management with UiPath
PubMatic, a communication services organization in the United States, uses Process Mining from UiPath 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 | Process Mining is the governed place IT and employees use for IT service management |
| Capability | New joiners can see how IT service management actually runs |
Story
PubMatic grew IT service requests faster than the local tools around it. From the United States, communication services 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 Process Mining put IT service management on UiPath. UiPath provides robotic process automation and AI agents so companies can automate repetitive desktop and back-office work. PubMatic 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.
