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Analog Devices Streamlines Global Service Fulfillment, Improves User Experience With PMG Service Catalog Suite

Stocks in this article: ADI

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‚Äďand 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.

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