Story
Appian
HiltonHilton Standardizes IT Service Requests on Appian
Hilton, a consumer discretionary organization in the United States, uses Appian Data Fabric 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 Data Fabric is the governed place IT and employees use for IT service management |
| Capability | New joiners can see how IT service management actually runs |
Story
Consumer Discretionary work at Hilton 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 Data Fabric) is what they standardized on. Appian is a process automation platform that combines low-code apps, data fabric, and robotic automation for operations teams. Hilton 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 The story is about operating change, not an unpublished percentage.
