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Optimization of the IT service management process

Challenge

  • Lack of transparency regarding the number of incoming tickets, direct completion rate and team productivity
  • Growing data volumes that are difficult to manage
  • Lack of process conformity and data quality in ticket creation

Service

  • Connection to Celonis for mapping process sequences
  • Development of the target process for ticket processing and identification of customer-specific key figures
  • Provision of demand-oriented analyses in Celonis for ticket evaluation
  • Identification of error sources and creation of a catalog of measures for mitigation
  • Support in the implementation of the catalog of measures
  • Examination of the process chains with regard to standardization and automation

Key data

  • Duration: 4 months
  • Scope of brief: 50 PT
  • Client: German furniture dealer
  • Company Size: 8.000 employees

Results

  • Scalable on-demand
  • visualization of process variants
  • Quick identification of main sources of error and critical deviations from the target process
  • Provision of Analysis Conformance Check for continuous monitoring
  • Illustration Decision tree for categorizing ticket contents, including reduce ticket ping-pong
  • Increase in productivity and further development of employees through continuous performance review
  • Development of management reporting for regular communication
  • Increase process conformity

Summary

  • Increase of direct completion quota and reduction of lead times
  • Increased satisfaction of IT service employees through standardization of the ticket system and internal
  • customers through shorter processing times
  • Increase of automation rate

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