Siemens Healthineers AG pioneers breakthroughs in healthcare. For everyone. Everywhere. As a leading medical technology company headquartered in Erlangen, Germany, Siemens Healthineers and its regional companies is continuously developing its product and service portfolio, with AI-supported applications and digital offerings that play an increasingly important role in the next generation of medical technology. These new applications will enhance the company’s foundation in in-vitro diagnostics, image-guided therapy, in-vivo diagnostics, and innovative cancer care.
Siemens Healthineers uses Celonis for IT Service Management
Siemens Healthineers wanted to improve its IT service management (ITSM) resolution time for its enterprise software applications for its 66,000 employees worldwide. Celonis Process Mining for incident management helped Siemens Healthineers get there and revealed new use cases.
Insights and Optimization
The IT department of Siemens Healthineers successfully implemented a solution to improve its IT service management (ITSM) resolution time for enterprise software applications. Siemens Healthineers discovered that variants in the process revolving around tickets awaiting supplier feedback were adding 21 days to resolution time.
In addition, the company identified process cases that did not conform to the ideal process model. Non-conforming process had approximately 10 steps per case relative to the 7 steps for conforming cases. For these cases Siemens Healthineers IT recognized potential to simplify its process and significantly reduce work effort.
In total, the Siemens Healthineers ITSM Incident process mining prototype found 11 improvement opportunities with returns measured in resolution costs, user experience and risk mitigation. The implementation of these opportunities has already started. Daniel Wittmann, Expert Process Mining & Productivity at Siemens Healthineers IT, explained that the prototype accelerated to an operational deployment within 4 months. The new solution now enables the Process Owner Community to better understand & solve bottlenecks in process execution and follow-up on results using up-to-date and objective as-is process metrics.