Case Study: Analog Devices achieves streamlined global service fulfillment and improved user experience with PMG

Analog Devices Optimizes Global Service Fulfillment While Improving the User Experience

Analog Devices needed to streamline and automate basic IT service provisioning for more than 9,000 employees and contractors across 26 countries—reducing manual email exchanges, unclear ownership, approval delays, and poor request tracking after budget cuts forced the IS team to “shrink the footprint.” To address this, Analog Devices selected PMG (using the PMG Service Catalog / PMG SCS platform) in 2012 as the foundation for a global self-service catalog.

PMG implemented a graphical workflow–driven service catalog with extensive connectors (Active Directory, Numara Footprints, SAP and Microsoft SCCM) and launched it globally in December 2012. The solution automated provisioning and standardized processes, now supporting 180+ products and services and more than 9,000 users, greatly improving the user experience, reducing fulfillment time, and freeing ADI’s IS team to focus on higher‑value initiatives.

Analog Devices

Duane Guenard

Program Manager for Service Management