Story
Appian
Publicis GroupePublicis Groupe Extends Process HQ Across IT Service Management
Publicis Groupe, a communication services organization in France, uses Process HQ 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 |
| Risk and compliance | Process HQ is the governed place IT and employees use for IT service management |
Story
Inside Publicis Groupe, IT service management used to depend on whoever still had the latest file. That pattern is common in communication services groups working out of France. IT and employees needed a system that would still make sense after the original project team moved on.
Publicis Groupe uses Process HQ from Appian as the working layer for IT service requests. Appian is a process automation platform that combines low-code apps, data fabric, and robotic automation for operations teams. The practical change is simple: IT service management has a home, and reviews happen there instead of in a forwarded thread.
Nothing in this writeup invents a savings number. What Publicis Groupe gets from Appian is a durable place to run IT service management and a way for IT and employees to see the same IT service requests at the same time.
