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. Configurable ticket and process specific SLAs allow organizations to effectively manage turnaround times and monitor performance while root cause analysis and reporting enables further drill down by resolution and ticket type.
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