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Digital Service Management System for Pega

Transform the service management process to grow manufacturing revenue, differentiation, and margins

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Discrete manufacturers are going through deep transformation of their business models. For example, 47% of industrial manufacturers aim to build new industrial value networks and digital ecosystems. In addition, service and parts management is seen as a growing source of revenue, differentiation, and margins - as compared to new equipment sales.

Atos Digital Service Management (DSM) enables manufacturers to transform the service management process to make use of industry shift. DSM provides end-to-end service management, including predictive maintenance, customer dashboards for equipment and service monitoring, a centralized command center for remediation, optimized service scheduling, parts escalation workflow, and field service operations.

DSM employs a loosely coupled architecture built on the core Pega PlatformTM and field service framework. DSM enables discrete manufacturers to move toward a subscription-based business model through product servitization, improved operational efficiency, faster service maintenance, enhanced customer experience, and personalized service contracts.

Key Features

  • Synchronized sensor-data monitoring and event processing using IoT platform integration for predicting maintenance and repairs
  • Real-time dashboards for customers and command center personnel to take remedial steps
  • Predictive service requests trigger automation and straight-through processing
  • Parts escalation workflows to prioritize service parts procurement
  • Automated service technician assignment using Pega Customer Decision HubTM
  • Work-order management and resolution through field service mobile app



Partner Name



Offering Type

Packaged Service Offering

Published On

February 23, 2023

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