As basic structuring in Process Mining, the perspective of end-to-end processes proves useful.
In practice, however, the actual subject of the Process Mining analysis is not an overall end-to-end process, but merely certain variants or sub-areas where a need or potential for optimization exists. In an Order-To-Cash end-to-end process, this can be (e.g.) the process variant in reference to a particular product or market segment – and in a Hire-To-Retire end-to-end process only individual sub-areas, such as the recruiting process, might be considered.
A corresponding area of consideration – a variant or a sub-area of an end-to-end process – is represented in ARIS Process Mining as itself a distinct project, with each project being assigned a self-contained data sector unconnected to the other projects.
In IT Service Management, we find ourselves in the so-called “Issue-To-Resolve” end-to-end process. The structure here is ideally based on the ITIL set of rules specifying the subdivision of the process variants into changes, incidents and requests. The Issue-To-Resolve end-to-end process also presents certain special features in other aspects.
While in most end-to-end processes, a relevant share of the added value comes from interactions within an application system, and very often a given process will involve several different application systems, things are somewhat different in the Issue-To-Resolve end-to-end process. There, value is added not in the IT Service Management system but at the particular asset or configuration item. Consequently, the IT Service Management system – in the present example, ServiceNow – is basically used only “between” the different operational steps involved in taking over a ticket for processing, changing the status of a ticket, assigning the ticket to a processing group or for communicating in reference to the ticket. The IT Service Management system thus serves primarily as a logging and communication platform. Accordingly, the system for Process Mining also generates usable digital footprints – primarily ticket status changes and processing group assignments.
Another special feature compared with other end-to-end processes, which also considerably reduces complexity, is that very often the complete Issue-To-Resolve process runs within a single application system, such as ServiceNow. In other words, generally only data from a single application system are needed in order to consider the overall process – in our example, the change process.
As the next step. we consider the data underlying the Process Mining analysis. Here we’ve selected the item “Data Collection”: