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.

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, and capture root causes for further analysis and insights.
  • 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.
  • Extensive end user configuration options including group membership, assets, organizational layout and much more.
  • VIP tracking to automatically escalate tickets submitted by key staff.
  • 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.)
  • Extensive reporting including ticket volume and trends by geography, organizational department, SLA metrics, root cause analysis, and current workload and basic performance metrics by staff and team.
  • An extensible framework supporting fully customizable ticketing workflows and dashboards to seamlessly integrate with the existing ticketing application.