Story
Appian
TC EnergyAppian at TC Energy: IT Service Requests
TC Energy, an energy organization in Canada, uses Appian AI 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
TC Energy did not need another dashboard that nobody opened. It needed IT service management to move. In Canada, 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.
TC Energy 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.
