IT service management (ITSM) refers to the totality of measures and methods that are necessary to achieve the best possible support of business processes through a given IT organization. Modern ITSM approaches include the successful system-based support of digitalized business processes across various systems and areas.
Scheer Process Mining enables IT service managers to dig deeper into processes to identify and eliminate weak points. As a Scheer customer, you'll then be in a position to identify and optimize business potential in your processes. By achieving full transparency, you also be able to determine root causes and derive implementable results. Some examples:
Problems often can't be identified in time, and this can have a negative influence on customer satisfaction, service quality, and process costs.
With Process Mining, your IT service managers will always be able to pinpoint the location of process-related problems or initiate the correct measures to solve a problem before it becomes apparent. Gain full transparency across all your service processes in order to provide optimal customer and internal support at a significantly lower cost.
Multi-hops and incorrect or late assignments create inefficiencies in processes, as well as lower productivity.
With Process Mining, your IT service management department can diagnose systemic and acute operational problems and intervene preventively or remedially in ongoing process instances.
These include, for example, targeted controlling and intervention in the case of individual multi-hop tickets, repeated user-group-specific “hey-Joe” tickets, incorrectly assigned tickets, non-assigned high-priority tickets, or tickets that likely pose an SLA-related risk.
SLA infringements are frequently associated with penalties and thus lead to additional costs as a result of inefficient ticket processing.
IT service management processes (along with their variants and key figures) can be visualized, analyzed, simulated, and benchmarked based on ticket system data. They can also be checked with regard to their conformity and compliance, and the underlying causes and effects of non-conformity and non-compliance can be assessed. Your teams will be able to fulfill their SLAs by identifying and using the fastest process paths.
When performed by people, root cause analyses are time-consuming, costly, and often subjective.
The use of Process Mining with artificial intelligence will enable you to identify anomalies in ticket data, for example – including those that point to existing or imminent operational or systemic problems such as malware attacks, where early proactive intervention can prevent or lessen the spread or extent of the damage.
It often takes a lot of time and effort to keep management informed of productivity and quality advances, and to compile all the required information in advance of audits.
The continuous improvement driven by Process Mining in strategic process key figures can be communicated to company management via target-group-specific dashboards, which can also be used in the context of certification audits to demonstrate the effectiveness of continuous service improvements to auditors.
Dr. Andreas Kronz
Expert BPM Professional Services
© 2023 Scheer GmbH
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