Unlocking IT’s full potential with Process Intelligence

We asked more than 70 of our CIO colleagues a question: what’s your team’s number one priority? Their answers revealed that two priorities are given to almost every chief information officer:

1. Run the business – or to put it bluntly: make sure you don’t break it, and save money as you go
2. And, of course, digital transformation and AI.

But, as Alec Littlechild, our Solution Owner in Strategy & Innovation, explained during the Celosphere 2024 session he hosted with Jacob Rhymes, Application Product Manager, Celonis Apps, there are many additional factors for IT teams to contend with: “Efficiency and risk management are key to adapting to today’s economic conditions while keeping the lights on. Meanwhile, the economy is changing at the speed of light. Technology – and through that, IT – are key enablers of this change and increasingly key differentiators in your companies.”

So how can Celonis help you improve service quality and IT productivity?

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Using Celonis for IT spend optimization

The majority of IT spend today is on “running the business”. It’s on core initiatives, like moving to the cloud, system transformation, and cyber defenses. As vital as these all are, CIOs are under increasing pressure to reduce their budgets while simultaneously driving investment in innovation – all while going through some of the most disruptive changes they’ve seen in their careers. Because if your competitors out-innovate you and take better advantage of the possibilities of AI and digital, you’re toast.

Celonis helps by arming IT teams with real, tangible data that can help free up money and resources which can be reinvested. And again, Celonis can guide you and prioritize the most impactful uses of new technology to really drive your business forward—like AI.

Download our 2025 Process Optimization Reports: IT Edition and hear from over 411 IT leaders on their top challenges, how they’re using AI and Automation, how they're optimizing their tech stacks, and more.

How Celonis empowers IT

If you know your Celonis history, you’ll be aware that IT service management (ITSM) processes were the first that our co-founders and co-CEOs Alexander Rinke and Bastian Nominacher tackled out of college. So we’ve delivered more than our fair share of IT implementations – over a hundred, in fact – in our time. A handful of highlights include:

• Slashing time to resolution and improving open returns for one of the world’s leading tech companies
• Reducing outsourcing costs by cutting unnecessary assignment groups for one of the world’s largest medical technology companies
• Reclaiming millions through SLA clawbacks for the IT service provider for one of most the most extensive banking service networks in Europe

With ITSM comprising such a vast network of processes, however, it can be hard for teams to know where to look to uncover value. Then there’s the growing complexity of system transformation – mergers, tool acquisitions, and plain old feature creep – where IT management can quickly get out of hand. And there’s the expectation to maximize ROI from AI.

Rhymes explained to the Celosphere audience how Celonis can help make all of these priorities easier and improve IT service delivery.

Take multi-hop issues as an example. ITSM teams might be informed that tickets are taking too long to resolve, waiting in the wrong queues for an unacceptable period of time. This affects pretty much every relevant KPI: customer satisfaction, time to resolution, labor productivity, and more.

With Celonis, ITSM teams can now identify which of their process flows are affecting their multi-hop rate. Our platform shows not only the time-to-resolution difference that a multi-hop adds to your process, but also the path that incidents take through your assignment landscape. The value opportunities feature then pinpoints which of these process flows contribute the most to your multi-hop rate.

Download the Celonis for IT Transformation datasheet

Harness AI out the box with enhanced incident information through generative AI

The Celonis AI Annotation Builder offers practical applications that get more value out of all your ITSM data, both structured and unstructured (free-text).

You can now prompt a large language model (LLM) as follows: here’s an incident, here’s the information, return me a category, subcategory and a priority based on the associated description I just fed you. And for each incident, you can ask the AI to append your data model, creating new columns in Celonis that are usable for analysis.

For example, if you're already categorizing your incidents in a particular manner, you can feed them into the LLM, and then ask it where it disagrees with your categorization. That could include the LLM identifying the incident priority as low, when you believe it’s critical. You can then flag these instances and address any discrepancy.

This AI capability working in tandem with process mining data enables a significant set of new use-cases. While this list is by no means exhaustive, here’s a few we’re working on:

• Assignment Group Routing - Feed the LLM information about each assignment group and what they each do, so it can route the tickets to a group based on their description.
• Incoming Object (Mis)classification - Flag incoming incidents / service requests as incorrectly classified based on the description and short description.
• Similar Incident Resolution Recommendations - Cluster similar previous incidents via LLM embeddings, have the annotation builder interpret these similar incidents and surface next best steps.
• Nonstandard CI Clustering - Identify patterns in ad-hoc requests that could be standardized in the service catalog.

What value could you unlock with Celonis for IT Transformation?

These use cases are just the tip of the ITSM iceberg. Your IT team will be newly empowered not just to keep pace with industry change and the pressure to optimize spend, but to become a truly effective foundation that supports the way the entire organization runs. Because when processes work, IT works. We can’t wait to see and hear about all the value our customers realize.

Get in touch with one of our experts for a demo and to learn more about how you can drive more value from your IT investments.