Story
Appian
YanmarYanmar Modernizes IT Service Requests with Appian
Yanmar, an industrials organization in Japan, uses Appian Platform from Appian to support IT service management for IT and employees.
Value results
| Category | Value result |
|---|---|
| Capability | IT and employees work from the same Appian Platform record for IT service requests |
| Capability | IT service requests can be reviewed without waiting on a personal export |
| Capability | Named workflow replaces ad hoc routing for IT service requests |
Story
Yanmar is based in Japan and runs industrials operations at a scale where IT service requests cannot live in side channels. IT and employees were reconciling competing copies of the same work, which slowed IT service management and hid who owned the next step.
The company runs IT service management on Appian, with Appian Platform as the product IT and employees actually open. Appian is a process automation platform that combines low-code apps, data fabric, and robotic automation for operations teams. For Yanmar, that means IT and employees can open one workflow, see IT service requests, and let neighboring teams join without inventing a parallel stack.
Public materials confirm the companies and products. They do not always publish a single verified KPI for this pairing, so the outcome here is operational: clearer ownership, fewer stalled handoffs, and a shared record for IT service requests.
