Story
UiPath
Massachusetts MutualMassachusetts Mutual Runs IT Service Management with UiPath
Massachusetts Mutual, a financials organization in the United States, uses Process Mining from UiPath 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 | Process Mining is the governed place IT and employees use for IT service management |
Story
Massachusetts Mutual 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.
Process Mining from UiPath is now in that path. UiPath provides robotic process automation and AI agents so companies can automate repetitive desktop and back-office work. 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.
Massachusetts Mutual 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.
