Story
Pega
SAIC MotorSAIC Motor Standardizes IT Service Requests on Pega
SAIC Motor, a consumer discretionary organization in China, uses Pega Customer Decision Hub from Pega to support IT service management for IT and employees.
Value results
| Category | Value result |
|---|---|
| Capability | IT service requests can be reviewed without waiting on a personal export |
| Capability | Named workflow replaces ad hoc routing for IT service requests |
| Capability | IT service management stays visible to adjacent teams through Pega Customer Decision Hub |
Story
Consumer Discretionary work at SAIC Motor spans more than one site, even when headquarters sits in China. IT service requests was splitting across regional habits. IT and employees asked for a shared way to run IT service management without freezing local judgment.
Pega (Pega Customer Decision Hub) is what they standardized on. Pega offers a low-code platform for customer decisioning, case management, and workflow used in banking, insurance, and public sector. SAIC Motor uses it as the system of record for IT service requests, with IT and employees as the primary operators and other groups coming in through the same queue.
Leaders get a picture they can actually walk. Teams get fewer mystery statuses. The story is about operating change, not an unpublished percentage.
