Story
Appian
Intesa SanpaoloIntesa Sanpaolo Uses Appian RPA for IT Service Requests
Intesa Sanpaolo, a financials organization in Italy, uses Appian RPA from Appian to support IT service management for IT and employees.
Value results
| Category | Value result |
|---|---|
| Productivity | Handoffs in IT service management sit in a shared queue instead of a mailbox trail |
| Risk and compliance | Appian RPA is the governed place IT and employees use for IT service management |
| Capability | New joiners can see how IT service management actually runs |
Story
Inside Intesa Sanpaolo, IT service management used to depend on whoever still had the latest file. That pattern is common in financials groups working out of Italy. IT and employees needed a system that would still make sense after the original project team moved on.
Intesa Sanpaolo uses Appian RPA 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 Intesa Sanpaolo 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.
