Use Case: IT Functions Platform

This multi-national pharmaceutical company’s IT employees support more than 1,300 applications and more than 1,100 web sites. In providing global application design, development, and support services for all business units under the company’s umbrella, the IT organization typically has more than 800 concurrent, active engagements.

Business Problem

The company’s IT organization receives thousands of requests each year regarding new applications and solutions, upgrades, modifications, etc. to support a global workforce with global needs. A patchwork of legacy systems was used to support the IT request process, further-complicating already complex IT operations. The organization sought to improve internal customer service, accelerate results and keep tight control on quality.

Appian Solution

The IT organization used the Appian platform to develop its new IT Request Management application. The solution has reduced the end-to-end request process cycle time by 25%. It unifies technology on a single platform to manage requests from in-take through delivery and maintenance. It streamlines processes, including demand in-take, SOW creation and SOW approval, and ensures consistency with business rules for data validation, SOW approval, role based access, and engagement document types. The company achieved $451,000 in annual direct cost savings from automation of these processes, and achieved the equivalent of $821,000 in annual time savings.