Process Mining in IT Service Management

36:24Recorded on 18 June 2014 at TU Eindhoven

Nicholas Hartman(CKM Advisors, USA)

Typical management reporting is not actionable, because it is heavily averaged and the granularity is limited by pre-determined categories. Nick shows based on two IT Service Management examples how process mining helps to find the actual problem areas.

Synopsis

Nicholas Hartman is director of CKM Advisors. In his view, one of the great things about the processing mining movement is that it's focused on solving relevant issues that matter to stakeholders — the process owners (rather than focusing too much on tools).

In contrast to pre-determined BI reports, Nick finds that process mining helps to derive actionable insight for process improvement projects, for example, by identifying bottlenecks. Sometimes, it can even help to prevent cases in the first place — because the most efficient process is one that doesn't happen at all.

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