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5 Benefits of Using Process Mining for IT Service Management

By Matthias Hoefler
4 min read

The worst bottlenecks are often hidden. You might have a gut feeling or instinct that something is slowing productivity, but without data, itโ€™s difficult to back up those assumptions. Process mining technology allows IT service management firms to dive deeper, drilling down to uncover inefficiencies and improve them.

For example, perhaps service ticket volumes are high, and you want to improve efficiency in the workflow. Process mining can help get to the root of what actions are wasting the most time, so you can create strategies for improvement.

Process mining can also provide the data required to answer important questions about your business, such as the following:

  • Which inefficiencies have I detected, and how would I like to improve them?
  • Which incidents would I like to detect right away to act on proactively?
  • Where would prioritization of tasks help improve overall performance?
  • Where do I know that increased transparency could help avoid suboptimal decisions/behavior and costly mistakes (while we currently rely on gut feeling/experience)?

Gathering the insights required to answer these questions and fully visualize the data within critical processes has the ability to transform your business. Check out these five benefits to consider when understanding process mining and its role within IT service management.

1. Reduce costs

Process mining technology helps uncover hidden inefficiencies, bottlenecks, and the potential for automation to reduce overall process costs.

For example, letโ€™s say that a company wants to reduce total customer interactions that result in a service ticket from 3 percent to 2 percent. If the average cost to resolve a certain category of ticket via the CSM team is $7, but the average cost to simply refund a customer is $5, then the company could actually remove the need to service that category and still save money, all while improving the customer experience.

2. Easily create a โ€œshift leftโ€

Companies using process mining technology can โ€œshift left,โ€ which means empowering people to solve problems earlier in the resolution process. By doing so, companies create greater customer and employee satisfaction as well as reduce their overall costs. However, the key is to use intelligence to identify areas best suited for a shift left and to make those decisions with stronger data.

3. Meet SLA requirements

Teams are faced with increased pressure to perform with limited resources while managing high demands for productivity. Service desks receive a large number of tickets, which can leave team members buried under an avalanche of tickets while the SLA clock is ticking.

Process mining technology allows teams to meet their SLAs by using the fastest process paths and targeting optimal speeds. For example, using Celonis Action Engine speeds up resolution times up to 37 percent.

4. Reduce multi-hops

Multi-hops create inefficiencies in processes and decrease productivity. Process mining technology empowers companies to identify and minimize these productivity slowdowns. Machine learning powered by root-cause analysis instantly points you toward actionable steps for eliminating inefficiencies and solving tickets on the first touch.

As a result, customer and employee satisfaction increases with faster resolution times and, at the same time, cost saving is achieved.

5. Increase transparency

There is no shortage of data available within business operations but having the tools to use that data and create actionable insights that improve efficiency is another story. Process mining technology allows you to locate the right data and understand that data better.

Achieve full transparency across your entire service desk in order to accomplish optimal customer and internal support at a much lower cost.

Identify inefficiencies with greater accuracy

Inefficiencies exist in your business right now but finding those inefficiencies and identifying the ones that will make the largest impact isnโ€™t always straightforward. Using process mining technology to find those areas and bring them to light is a critical capability for your business. Achieving this allows you to visualize the data within the process context - providing the catalyst required to make improvements with confidence.

As a result, you are empowered to reduce costs, improve customer and employee satisfaction, and operate more proactively each day. The result is a more competitive business positioned to thrive into the future.

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