Story
Appian
Marathon PetroleumMarathon Petroleum Uses Appian RPA for IT Service Requests
Marathon Petroleum, an energy organization in the United States, uses Appian RPA from Appian to support IT service management for IT and employees.
Value results
| Category | Value result |
|---|---|
| Capability | Named workflow replaces ad hoc routing for IT service requests |
| Capability | IT service management stays visible to adjacent teams through Appian RPA |
| Capability | IT and employees work from the same Appian RPA record for IT service requests |
Story
Energy work at Marathon Petroleum spans more than one site, even when headquarters sits in the United States. IT service requests was splitting across regional habits. IT and employees asked for a shared way to run IT service management without freezing local judgment.
Appian (Appian RPA) is what they standardized on. Appian is a process automation platform that combines low-code apps, data fabric, and robotic automation for operations teams. Marathon Petroleum uses it as the system of record for IT service requests, with IT and employees as the primary operators and other groups coming in through the same queue.
Leaders get a picture they can actually walk. Teams get fewer mystery statuses. The story is about operating change, not an unpublished percentage.
