How EDEKA optimizes IT Service Management processes

Julian Baumann / October 28, 2016

As  one  of  the  largest  regional companies in the German EDEKA group, EDEKA Minden-Hannover keeps a watchful eye on the performance of its processes. The daily flood of tickets arriving  at  the  IT  Service  Desk – from the failure of hardware to problems with the ERP software – can only be processed efficiently with timely and relevant insight into how this process is actually executed. With the introduction of the Big Data Analytics Tech-nology  Celonis  Process  Mining (CPM), the corporate group can now analyze processes in real time.

The  advantage:  Incidents can be solved quickly and critical deviations corrected before they become problems.

With about 1,550 marketplaces, 1.8 million square meters of retail space, seven production facilities, nearly 67,000 employees and a turnover of 7.5 billion euros, EDEKA Minden-Hannover is the most profitable regional company in the German EDEKA corporate group.

EDEKA Minden-Hannover is on a growth trajectory, and to keep it that way, rapid processes, particularly in IT support, are the focus of the regi-onal company. The IT support can-not keep retailers waiting weeks for their problems, for example with the POS system, to be solved. But the challenge is immense: Every month around 15,000 tickets are generated from the entire corporate group in which retailers, major customers or logistics staff report problems and faults with software and hardware.

Given  the  ever-increasing  volumes of data, employees of the IT Service Desk lacked a current and readily available  overview:  Identifying  the relationships between individual er-rors and systematic errors, and un-covering optimization potential was both difficult and time-consuming.


The EDEKA regional company was looking for an easy-to-handle soft-ware  solution.  The  aim:  Scalable on-demand visualization of proces-ses to fully exploit the hidden poten-tial of the ticket data, for optimizing the efficiency and thereby costs of the process. The solution had to meet the following requirements: - <ul> - <li>Quick identification of main sources of error and critical deviations from the to-be processes,</li> - <li>Better workforce planning based on the number of incidents in a given period,</li> - <li>Support for the standardization of the process.</li> </ul>


“With CPM, the explorative analy-sis of root causes has become a lot simpler and is more convenient than before”, says Michael Dannenberg, Head of IT Process Coordination / User Service at EDEKA Minden-Han-nover. “Individual analyses can be provided with only a few mouse clicks.” As a result the data analysts at IT Service Management don‘t have to wait for days or weeks for analysis results. “You can see exactly what is happening live in the system,” says Dannenberg and adds:

The newfound analysis efficiency above all profits the EDEKA retailer, who no longer needs to get frustrat-ed about IT errors and can instead look forward to reduced solution times.

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