This application is intended to fulfill the role of ITIL service ticket and management within organizations that already have Appian or are looking at lowering their yearly spend in similar ITIL packages. With extensive self-management capabilities, this allows user group representatives to create, manage and update their own ticket types while still presenting a simple unified interface for all users within an organization. Tie ins have also been created to allow fully custom request types developed using Appian’s tooling to integrate seamlessly into the accelerator to support more complex requests and approvals.

Key Features:

  • Supports all common ITIL tasks including merging, linking, blocking, holding, escalating, and linking other requests. A full audit history for all actions taken, the ability to add documents and watch for specific events on a ticket as well as submit tickets on behalf of other users.
  • Basic inventory management provided with the tie ins for integration with asset management applications in support of resource centric reporting. Technical assets, medical devices, manufacturing equipment, buildings, rooms, any asset type can be tied into the system and associated with requests.
  • End user configurable users and group memberships that allow end users to manage user populations and assignees without requiring administrative access to the platform
  • VIP tracking to automatically escalate tickets submitted by key staff.
  • End user configurable ticket types with Permissions: Specific people can manage ticket workflows including process steps, SLAs, assignment and questions without requiring administrative access to the platform
  • Request and step specific SLAs including multiple escalation types (auto approve, escalate, notify, etc.)
  • Reporting including ticket volume, current workload and basic performance metrics on staff responsible for dealing with requests.
  • An extensible framework allowing fully customized process models and request dashboards to seamlessly integrate with the existing ticketing application