ATLANTA, Sept. 16, 2013 /PRNewswire/ -- PMG, the
smart choice for enterprise service catalog and business process
automation software, was selected by Analog Devices, Inc. (NASDAQ:
ADI) to automate its global service fulfillment. Analog Devices, a
global leader in high-performance semiconductors for signal
processing applications, selected PMG's Service Catalog Suite (SCS)
to streamline service requests and delivery processes.
ADI's Information Services (IS) team had successfully
implemented major enterprise applications and provided support for
more than 9,000 employees in 26 countries. However, as in most
organizations, daily support for basic IT services, including
ordering and delivering software, consumed a large majority of
resources.
In 2012, ADI began focusing on value added services as the IS
team realized they needed to streamline the procedures for ordering
items such as new laptops and software upgrades. The existing
process consisted of email requests, long delays for approvals and
unclear ownership, with no method for tracking requests.
In its search for an actionable service catalog, ADI examined a
dozen solutions, spent time documenting and improving their current
processes and sought buy in from employees around the globe. PMG
SCS was selected for its ability to combine ease of use with a
powerful, advanced workflow engine and the vast library of software
application connectors.
"We needed a self-service solution that would improve the user
experience and automate delivery as much as possible–and PMG fit
the bill," stated Peter Forte, chief
information officer at ADI.
"PMG is a game changer for providing basic IT services for the
mass market. It's all about providing great value," said
Duane Guenard, program manager for
Service Management at ADI. "We wanted to automate and standardize
the processes, but we didn't want to over bake the service catalog
and make it too complex to maintain."
In December 2012, ADI launched the
service catalog on a global basis. PMG SCS helped ADI better focus
on user requests, remove the frustrations and streamline service
request fulfillment with existing software. "We had the directive
not to just automate what we do today, but to improve on it as
well," stated Doug Vogel,
communications program manager at ADI.
"Global organizations such as ADI need a scalable service
catalog solution that automates manual processes while simplifying
and organizing complex procedures," said Joe LeCompte, principal at PMG. "Just as ADI's
60,000+ customers expect high performance and exceptional customer
service, its internal business users expect the same
treatment."
Leveraging PMG's extensive library of connectors, ADI's service
catalog integrates directly with Active Directory, Numara
Footprints, SAP, and even Microsoft SCCM for automated software
provisioning. Service offerings include more than 180 products and
services, ranging from ordering, updating and moving computers and
phones to granting network and application access. With PMG's
graphical workflow engine, ADI has the flexibility to modify
existing services or add new services as needed.
Learn more about Analog Devices and other PMG customer case
studies. To view a social media version of this release, visit
http://pitch.pe/15RqCcU.
About Analog Devices
Innovation, performance, and
excellence are the cultural pillars on which Analog Devices has
built one of the longest standing, highest growth companies within
the technology sector. Acknowledged industry-wide as the world
leader in data conversion and signal conditioning technology,
Analog Devices serves over 60,000 customers, representing virtually
all types of electronic equipment. Analog Devices is headquartered
in Norwood, Massachusetts, with
design and manufacturing facilities throughout the world. Analog
Devices is included in the S&P 500 Index.
About PMG
More than 20 percent of the Global 100
relies on PMG to deploy enterprise service catalog and business
process automation software that streamlines operations, reduces
costs and improves efficiency. Our solutions transcend traditional
IT service management boundaries giving business and IT
professionals a smarter way to automate business processes ranging
from IT financial management to identity management, employee
onboarding and cloud provisioning. As a result, our clients handle
shared services requests faster with fewer manual processes and
less reliance on staff intervention. For more information, please
visit pmg.net.
SOURCE PMG