Story
Appian
DarigoldDarigold Uses Appian RPA for IT Service Requests
Darigold, an information technology organization in the United States, uses Appian RPA 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 |
| Productivity | Handoffs in IT service management sit in a shared queue instead of a mailbox trail |
| Capability | New joiners can see how IT service management actually runs |
Story
Information Technology work at Darigold spans more than one site, even when headquarters sits in the United States. IT service requests was splitting across regional habits. IT and employees asked for a shared way to run IT service management without freezing local judgment.
Appian (Appian RPA) is what they standardized on. Appian is a process automation platform that combines low-code apps, data fabric, and robotic automation for operations teams. Darigold uses it as the system of record for IT service requests, with IT and employees as the primary operators and other groups coming in through the same queue.
Leaders get a picture they can actually walk. Teams get fewer mystery statuses. The story is about operating change, not an unpublished percentage.
