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

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 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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