Story
Appian
Imperial OilImperial Oil Runs IT Service Management with Appian
Imperial Oil, an energy organization in Canada, 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
Imperial Oil grew IT service requests faster than the local tools around it. From Canada, energy 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. Imperial Oil 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.
