Story
Appian
HSBCHSBC Runs IT Service Management with Appian
HSBC, a financials organization in the United Kingdom, uses Appian AI from Appian to support IT service management for IT and employees.
Value results
| Category | Value result |
|---|---|
| Capability | IT service management stays visible to adjacent teams through Appian AI |
| Capability | IT and employees work from the same Appian AI record for IT service requests |
| Capability | IT service requests can be reviewed without waiting on a personal export |
Story
HSBC did not need another dashboard that nobody opened. It needed IT service management to move. In the United Kingdom, IT and employees already knew where IT service requests went wrong: too many copies, too little ownership, and a close process that waited on the loudest inbox.
Appian AI from Appian is now in that path. Appian is a process automation platform that combines low-code apps, data fabric, and robotic automation for operations teams. The company treats it as production tooling for IT service management, which is why IT and employees live in it rather than exporting from it once a quarter.
HSBC can show how IT service requests is handled today. That is the value: a repeatable way to run IT service management on software the rest of the industry already recognizes.
