January 19, 2010 13:59 ET

PepsiAmericas Selects SaaS From to Automate IT Service Management

PepsiAmericas Delivers New Incident and Problem Management, Service Catalog and Reporting

SAN DIEGO, CA--(Marketwire - January 19, 2010) -, the developer of modern SaaS for IT service management, today announced PepsiAmericas selected software-as-a-service (SaaS) from to automate IT service management, provide employees with self service and request capabilities and to more easily track and report service levels to the business.

PepsiAmericas is the second-largest Pepsi-Cola anchor bottler in the world serving more than 200 million customers in 17 different countries in North and Central America, the Caribbean, and Central and Eastern Europe. The PepsiAmericas team of 20,000 employees generates $4.9 billion in annual revenue. The PepsiAmericas team is held to the highest standards of quality and service expected by the Pepsi brand, a mandate also adhered to by the IT department.

For years PepsiAmericas used a legacy tool that was no longer supported by the vendor and lacked internal support at PepsiAmericas. The IT team had basic case management processes for IT and managed IT purchasing and facilities requests with manual escalations and notifications.

Amy Irwin, PepsiAmericas IT Customer Service Manager, said, "As our organization and processes focused more on business requirements, we needed the ability to easily track and report service level metrics and automate escalation processes and notifications. Our old tool couldn't meet our needs so we went shopping for a tool that could."

Total cost of ownership was a significant factor in the tool selection process. The team wanted a solution that was easy to administer while providing flexibility and customization with minimal cost and service disruption. A service catalog with self-service capabilities built on a native reporting platform were also key criteria in the selection process.

"We quickly determined SaaS would best fit our tool requirements. So we consulted with one of the leading IT industry analysts and quickly came to focus on as the solution for our needs. Within a couple of months after subscribing to we were live with automated incident management, problem management and service catalog processes and functionality," continued Irwin.

PepsiAmericas now provides the highest standards of IT service expected by the business through efficient IT employee self service and automated IT service management best practices. New in-depth incident analytics and service level metrics for continual process improvement help PepsiAmericas run a more efficient and agile business.

"Our management team is already very excited to have SLA metrics and can't wait for us to provide additional reporting," said Irwin.

To learn how modern SaaS for ITSM from differs from the SaaS claims of HP and BMC, please join customers, employees and partners at ITSM.NOW executive briefings, the Pink Elephant IT Service Management Conference, or Knowledge10.

About enterprise IT service management software combines ITIL v3 process support, modern SaaS delivery, and modern Web functionality to provide a flexible, intuitive and self-managing application. was founded by Fred Luddy, former CTO of Peregrine Systems and Remedy. The company has more than 350 enterprise customers worldwide. For more information, please visit

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