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Service Management with Process Mining

Processes are at the core of IT Service Management (ITSM) and not using process mining to improve ITSM operations is like skydiving with an undersized parachute - you fall a lot quicker than you'd like to. 

Process mining ensures unbiased, fact-based scrutiny of service management processes by taking advantage of ITSM audit logs. Process mining tools create advanced presentations and analyses, such as flowcharts, KPI and influence analyses, and machine learning assisted predictions, based on data you already own. Process mining increases service delivery performance and drives cost reduction. You'll be able to reduce or even eliminate inefficient variants to as-designed processes.  Through better transparency, you'll detect suboptimal behavior if not costly mistakes.

Process Mining for Service Management Applications and Benefits

  • Increase visibility and transparency of your service management processes
  • Identify exceptional and unwanted process steps
  • See if escalation rules are effective
  • Calculate incident management KPIs, such as SLA breach rate, Average Time to Resolution, and first call resolution rate
  • Improve compliance with best-practice service management processes
  • Categorize products and services by incident frequency and support workload
  • Predict outcomes of currently open cases
  • Support Robotic Process Automation by identifying key areas of application

Process Mining for Service Management Customer Case Study

Our customer is an American corporation offering hundreds of thousands of customers all over the world integrated computer technology solutions. This company has successfully empowered and accelerated modern businesses through digital transformation.

Process Transparency Need

Our customer’s systems support business provides customers with maintenance services for servers and storage systems. This is a complex service area because customers make use of a wide variety of technologies, some of which are no longer commercially available, such as saving data on tape. Due to the complexity of customer service requests and the internal expertise needed to resolve issues, systems support is a business with relatively high overhead costs.

This company has always worked hard to improve how its business processes are run, so to enable making quantum leaps in efficiency and productivity, Customer felt it needed a new data-driven approach to process improvement. The company has a team focused on innovation and technology and in charge of developing new cost-effective ways of working; process mining came up as the new disruptive technology in data-driven process optimization. Unlike many of the non-structured data analysis tools, process mining brings the process context into data analysis.

After an initial investigation into process mining, it was clear that the foundation for data-driven process analysis was already laid at the customer. The company’s integrated systems already gather a lot of data for auditing purposes - the exact same type of data that you need for process mining.

Selecting QPR as a Process Mining Vendor

The customer evaluated multiple commercially available process mining tools after confirming that no process mining capabilities already existed in-house. The company chose QPR ProcessAnalyzer because they appreciated the flexibility of working with QPR, and QPR ProcessAnalyzer was the only process mining tool that met their requirements.

Process Analyses

One of the most important areas between the customer's Systems Solution Center and the field was the regional dispatchers. With more than 30,000 specialized spare parts delivered on a monthly basis, the customer wanted to use QPR ProcessAnalyzer to analyze the complex logistics processes related to their delivery. The customer wanted to understand when parts are scheduled to be shipped when they are actually shipped, and what factors affect their on time in full delivery.

The customer’s goal was to build a centralized global dispatch center. QPR ProcessAnalyzer was used to first understand the logistics processes before centralization, to help set up the central dispatch center based on identified best practices, then to assess how processes can be further improved.

Other uses for QPR ProcessAnalyzer were:

- Streamlining processes in case resolution and incident management by eliminating non-value adding steps

- Reconfiguring task assignment settings to best serve the field service module

- Benchmarking different business units to identify best practices

Lessons learned

The customer quickly learned that when benchmarking the processes of a fast-evolving company, the data for the process analyses should be rather recent to get an up-to-date picture of how processes are running. In addition, analyses should systematically drill down to lower levels of process behavior to find root causes and relevant improvement areas.

Thanks to QPR ProcessAnalyzer, Customer was able to make many cost-saving changes. Most notably, QPR helped the company centralize their spare part dispatching and eliminate locations with higher operating costs. Customer also streamlined its customer support processes by conducting analyses to remove unnecessary and non-value adding steps along the way. The changes resulted in higher customer satisfaction overall and faster customer request resolution rates.

“Traditional tools for analyzing unstructured data only look at data on a header level at a certain point in time, leaving decision makers in the dark about process dynamics. QPR ProcessAnalyzer brings the process context into data analysis. Its visual analytics tell when and where an event happened in the process flow and enables drill-down to root causes behind process performance.” - Customer Support Director, Innovation and Technology

Let data speak for itself

To get started, let's chat, talk/email, or meet at one of our offices! We’d be excited to work with you and tackle ITSM with our leading process mining tools, best practices, and of course experienced subject-matter experts.

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