The PEX Value Triangle for IT Service Management application uses a proprietary IBM Process Excellence framework to shift operational monitoring and performance from post facto manual analysis of KPIs to automated real-time analysis and action flows. IT Service Managers are able to proactively address issues, execute actions, and deliver IT efficiency, compliance, and experience optimization using intelligent workflows. At their fingertips are Data-driven KPI Metrics and Dashboards, Automated alerts and notifications, Intelligent Automation and Action Flows, and What-if Analysis.
This is where IBM and Celonis Combine their Strengths:
Monitor and manage classified KPIs to desired performance levels across Experience, Efficiency, and Compliance all from a single platform.
Digitally transform under-performing Incidents and Assignment groups.
Quickly build intelligent workflows using insights from the fast and most effective paths to improve business KPIs.
With easily configurable goals, and a colour coded dashboard, Executives can quickly see where to focus. With a single click, they can get all the details of the areas, and actions needed to improve performance - in real-time.
The Detailed IT Ops Dashboard provides IT Service Managers a single snapshot view of KPI performance, trends, associated metrics and benchmarks across PEX Triangle Categorizations for Efficiency, Experience and Compliance.
IT Service Managers are able to perform deeper analysis and root cause analysis into problem areas. For example: analysis into the aging of tickets shows the distribution onvarious parameters like priority, contact type, Product , assigned Group, and geography.
If there are issues they are able to take immediate action.
Users can do detailed analysis on tickets that have been automated. They have the flexibility to select the user groups that are considered for automation and then take appropriate action with Intelligent Automation.
What-if analysis enables Teams to evaluate the impact changes on time to resolve. By adding or reducing time, they are able to check the impact on SLA adherence and execute accordingly.
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