Story
Appian
CSX TransportationCSX Transportation Runs IT Service Management with Appian
CSX Transportation, an industrials organization in the United States, uses Appian AI from Appian to support IT service management for IT and employees.
Value results
| Category | Value result |
|---|---|
| Productivity | Fewer stalled items because IT service requests has a clear owner |
| Risk and compliance | Appian AI is the governed place IT and employees use for IT service management |
| Capability | New joiners can see how IT service management actually runs |
Story
CSX Transportation grew IT service requests faster than the local tools around it. From the United States, industrials teams still had to serve customers and internal partners who expected a straight answer. IT and employees were the ones stitching the picture together by hand.
Rolling out Appian AI put IT service management on Appian. Appian is a process automation platform that combines low-code apps, data fabric, and robotic automation for operations teams. CSX Transportation keeps the product in the path where work already happens, so IT and employees do not context-switch into a graveyard system used only for audits.
The visible result is steadier IT service management. IT service requests is easier to inspect, and adjacent groups can join IT and employees without a guided tour of someone's desktop.
