Story
Appian
PagerDutyPagerDuty Adopts Appian for IT Service Management
PagerDuty, an information technology organization in the United States, uses Process HQ 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 | Process HQ is the governed place IT and employees use for IT service management |
| Capability | New joiners can see how IT service management actually runs |
Story
PagerDuty 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 HQ 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.
PagerDuty 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.
