Story
Appian
LaceworkLacework Runs IT Service Management with Appian
Lacework, an information technology organization in the United States, 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 |
| Risk and compliance | Appian AI is the governed place IT and employees use for IT service management |
Story
Lacework did not need another dashboard that nobody opened. It needed IT service management to move. In the United States, 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.
Lacework 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.
