How Low-Code Automation Streamlined IT Service Delivery and Boosted SLA Compliance

The Story So Far

An industry leader managing hundreds of IT service requests daily, the organization faced growing challenges in maintaining efficiency. Manual approvals through email slowed operations and made it difficult to track progress and prioritize tasks. It also led to frequent errors and delays, prompting the company to pursue digital transformation through a low-code approach.

IT Service Desk Automation with Pega Cosmos by EvonSys

What Got in the Way

Manual Email Approvals

Limited Case Visibility

SLA Compliance Gaps

The EvonSys Approach

Modernizing IT Service Management with Low-Code

EvonSys helped implement the low-code IT Service Management platform powered by Pega Cosmos, transforming the creation, approval, and tracking of service requests. The automation replaced manual email workflows and instantly routed requests to the right team. A centralized dashboard now provides real-time visibility into request status and SLAs, driving faster decisions, improved accountability, and a more efficient service experience.

How the Story Changed

Resolution Time Reduced

from 2 Days to 2 Hours

Complete Case Transparency

through IT Service Desk Automation

SLA Compliance Secured

through Automated Case Monitoring

Solutions to grow your business

Achieve Unparalleled Time-To-Value

  • Rapidly deliver applications that the business needs.
  • Facilitate faster decision making among cross-functional teams working in tandem.

Reinvent Development

  • Stay Agile and respond quickly to evolving business and customer needs.

Build More at Scale

  • Design solutions that are easy to scale on cloud-native architecture.
  • Create a variety of solutions ranging from process automation apps to mission-critical systems modernization without incurring high costs.

IT Service Desk Automation with Pega Cosmos | EvonSys Case Study

An industry leader managing hundreds of IT service requests daily, the organization faced growing challenges in maintaining efficiency. Manual approvals through email slowed operations and made it difficult to track progress and prioritize tasks. It also led to frequent errors and delays, prompting the company to pursue digital transformation through a low-code approach.

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