Story
Appian
UniperUniper Runs IT Service Management with Appian
Uniper, a utilities organization in Germany, uses Appian AI from Appian to support IT service management for IT and employees.
Value results
| Category | Value result |
|---|---|
| Capability | IT service requests can be reviewed without waiting on a personal export |
| Capability | Named workflow replaces ad hoc routing for IT service requests |
| Capability | IT service management stays visible to adjacent teams through Appian AI |
Story
Uniper grew IT service requests faster than the local tools around it. From Germany, utilities 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. Uniper 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.
