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5 Benefits of Using Process Mining for IT Service Management

The worst bottlenecks are often hidden. You might have a gut feeling or instinct that something is slowing productivity, but without process data, it’s difficult to back that up. Process Intelligence enables IT service management firms to dive deeper, drill down and see how things actually run. It can help you uncover potential process roadblocks and hidden value opportunities and give you the understanding to take action.

Perhaps service-ticket volumes are high, for example, and you want to improve efficiency in the workflow. Process Intelligence can help get to the root of which actions are wasting the most time, so you can pinpoint improvement opportunities and target interventions.

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

  • Which value opportunities have I detected, and how can I capture 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 behavior and costly mistakes (while we currently rely on gut feeling)?

Gathering the insights required to answer these questions and fully visualize the data within critical processes has the ability to transform your business. 

The Celonis platform uses process mining to generate a living, moving, digital twin of your business processes, end-to-end. It’s system agnostic, without bias, and can layer into your existing tech stack without changing anything. It adds a decade of process improvement knowledge and AI to show you where value is hiding, and enables your teams and technologies to capture it. This means you can balance containing costs, optimizing cash, and improving service levels. Check out these five benefits of using Process Intelligence within IT service management.

1. Reduce costs

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

For example, let’s say that a company wants to reduce total customer interactions that result in a service ticket from 3% to 2%. 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 “shift left”

Companies can “shift left,” 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 reducing their overall costs. The key is to use Process Intelligence to identify areas best suited for a “shift left,” and to make those decisions with stronger data.

3. Meet SLA requirements

ITSM 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 while the SLA clock is ticking.

Process Intelligence allows ITSM teams to meet their SLAs by using the fastest process paths and targeting optimal speeds. For example, using Celonis Action Flows can dramatically speed up resolution times.

4. Reduce multi-hops

Multi-hops create inefficiencies in processes and decrease productivity. Process Intelligence 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, costs are reduced.

5. Increase transparency

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

ITSM benefits by achieving full transparency across your entire service desk, in order to accomplish optimal customer and internal support at a much lower cost.

Identify opportunities with greater process transparency

Improvement opportunities exist in your business right now, but finding them and identifying those that will make the largest impact isn’t always straightforward. Using process mining tools and Process Intelligence to bring them to light is a critical capability for your business. This allows you to visualize the data within the process context — providing the catalyst required to make improvements with confidence.

IT service management teams 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.

What can Celonis do for you with Process Intelligence?


Celonis helps you drive process improvement. Across your entire business. At speed. Companies all over the world use Celonis to optimize their processes, boost their business performance, and lighten the load on mother earth.

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