Appian app for IT help-desk?

rameshk over 12 years ago

During a BPM conversation a prospect of ours showed interest in IT help-desk application and asked if BPM is the right way to go. Wanted to ask the community on pros and cons of doing that. I know some support type applications are build using BPM, but when it comes to IT help-desk I am not so sure. Especially how we can differentiate with tools like JIRA etc.

Any feedback is greatly appreciated.

Thanks
Ramesh...

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0 shelzle over 12 years ago

We are using Appian for our IT Helpdesk. Our big problem is that IT tends to expect a turnkey solution ready to be used rather than an empty BPM plattform for which they have to develop their own business processes for. So if you are able to get the IT see the benefit in developing their own processes and transform their organization into a process organization, then BPM is the way to go.

Just my humble opinion ...
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0 rameshk over 12 years ago

Thanks for your feedback. Your comment on the distinction between a turn-key solution versus platform is very important. Just curious, did you evaluate any turn-key solutions like JIRA before branching out to BPM based IT helpdesk system?
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0 shelzle over 12 years ago

As far as I know there has been no evaluation as IT wanted to get rid of the existing tools. We created a abstract framework of ITIL based processes and a basic implementation for IT about 2 years ago. Since then nearly nothing has changed and IT is about to stop using Appian for theit process needs. However, we were able to successfully implement Appian for the rest of the company for quality assurance, procurement and general service management.
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0 rameshk over 12 years ago

Thanks for the additional input.
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