Process Mining for Information Technology
Typically an IT-Manager has to ensure that all IT-issues reported to his department should be resolved as fast as possible. There is a well defined process on how the IT-Ticket should be processed and closed. However, based on the volume of tickets incoming it is difficult to get an overview how well is your defined process functioning in real time. Process Mining helps in getting this transparency and also discovers any inefficiencies or loop holes in your process. Helping you identify the areas were you need to focus when volume increases possible solutions could be automation of some steps in your process.
Average Throughput time
Avg. throughput time per case and per asset class are important KPI's to monitor and control to bring throughput time under control
Process Quality
Measured in terms of error rate due to non-acceptances, appointments missed or complaints.
Effectiviness
Measured by the success rate on the basis of idle performance in the form of non-approvals and process cancellations.
Average Process Costs
Avg. process costs per case and per asset class are important KPI's to monitor and control from cost efficiency point of view
SLA Conformity
As the result of service level compliance, i.e. the difference between the service level target and the throughput time:
CSI Compliance
Compliance check with respect to Continual service improvement and identifying the deviations.
