Presentation Process Mining – a new (ITSM) governance approach

Presentation Process Mining – a new (ITSM) governance approach
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I was invited to give an Presentation about Process Mining at the annual international conference of itSMF Slovensko on May, 6th. 2014 in Bratislava. It gives an introduction into Process Mining as a new useful approach to discover real life processes in IT Service Management end everywhere else where processes are driven by tools providing log file information.
Many thanks to Anne Rozinat  for the graphs and information she provided to itSMF Austria.

Many thanks to Celonis for providing a demo application.
Please recognize the further links and recommendations at the end of the presentation.

[slideshare id=34338199&doc=processmining-martinpscheidl-itsmf-140506085708-phpapp01]

This is the trans-script of the slide-deck.

1. Process Mining -a new (ITSM) governance approach

An introduction by itSMF Austria

2. Why us?

This is an independent best practice presentation

  • The IT Service Management Forum (itSMF) is an independent, international, non-profit organization of IT Service Management (ITSM) professionals worldwide. Around the operation of IT services the itSMF collects, develops and publishes “best practice”, supports education and training, discuss the development of ITSM tools, initiates advisory ideas about ITSM and holds conventions.
  • The Austrian itSMF Chapter was founded 2002.
  • Join our discussion about ITSM topics on .

3. Why me?

 I like sharing experiences

  • Ing. Martin Pscheidl, MSc, MBA, CMC
  • 30 years in IT business
  • 15 years in ITSM
  • Engineer, MSC, MBA – all in ICT
  • Certified Management Consultant
  • ITIL® Expert
  • Distinguished Professional in Service Management DPSM(CM)
  • Chair of itSMF Austria
  • Manager at KPMG IT Advisory Management Consulting
  •  Please find my profile on XING and LinkedIn …

4. Trade Mark Acknowledgement

We can’t live without these companies

  • ITIL® is a Registered Trade Mark of AXELOS Limited
  • IT Infrastructure Library® is a Registered Trade Mark of AXELOS Limited
  • Fluxicon© and Disco are Trademarks by Fluxicon Process Laboratories
  • Celonis and Celonis Process Mining are Trademarks by Celonis GmbH
  • All other brand and product names are trademarks or registered trademarks of their respective holders.
  • All materials have been prepared for general information purposes only to permit you to learn more about the experience of our association members and their thoughts and best practices.
  • The information presented is not legal or technical advice, is not to be acted on as such, may not be current and is subject to change without notice.

5. Preface

If you are interested in the theory read this book

6. Process Mining Definition

Use the log data in your tools to analyze your processes

  • Process mining is a process management technique that allows for the analysis of business processes based on event logs.
  • The basic idea is to extract knowledge from event logs recorded by an information system.
  • Process mining aims at improving this by providing techniques and tools for discovering process, control, data, organizational, and social structures from event logs
  • Source

7. Process Mining Technique

a step by step approach

  • Step 1&2 extracting sequences from log file
  • Source Fluxicon

8. Process Mining Technique (cntnd.)

extract all sequences from log

  • To find all your sequences you have to analyze all Activities in your log file.
  • The identifiers are your case numbers. Eg. internal uid or the incident number of your incident record.
  • Source Fluxicon

9. Process Mining Technique (cntnd.)

distill all activities

  • Now we’ve found all activities within all sequences
  • But how is the process really running?
  • Source Fluxicon

10. Process Mining Technique (cntnd.)

build the process

  • see combined process out of sequence 1 and sequence 2
  • Source Fluxicon

11. Process Mining Technique (cntnd.)

Visualize how things are running

  • That’s the visualization of your process!
  • Source Fluxicon


12. Process Graph

to visualize your processes

  • Another dimension in a typical ITSM tool log is the time
  • You can use it e.g. to analyze the transfer time of your tickets
  • Source Celonis

13. Should you use Process Mining and Why?

Several questions about this new methodology

  • Process mining, just like data mining, is a generic technology and can be applied in many different ways.
  • This is an advantage, but at the same time it makes it difficult for you to understand what exactly the added value would be for your situation.
  • Should you be interested in process mining and learn more about it?
  • Which kinds of processes can be analyzed with process mining?
  • What benefits would it bring?
  • We give you a framework for the most common process mining use cases, so that you can see where you fit in.
  • Source Fluxicon

14. Which Processes can be analyzed?

all processes that are supported by an IT system

  • One way to look at the processes that can be analyzed is to use Porter’s Value Chain Analysis framework (Source: Porter, 1985).
  • This figure shows an overview of the processes that exist within and outside of an organization.

15. Primary processes

many companies have these in common

Typical common examples:

  • Sales processes (e.g. CRM system)
  • Customer services (e.g. CRM, Complaints Management system)
  • Material management (e.g. Warehouse Management System)

There are also core processes that are company or industry specific, for example:

  • Loan application processing at a bank
  • Regulation translation process in the EU
  • Diagnosis and treatment processes in a hospital
  • Claim processing in an insurance company
  • Government handling subsidy applications
  • Software development for a software vendor

16. Support processes

Secondary processes to run the company

  • Human Resources processes (e.g., supported by a case management system)
  • Purchasing processes (e.g., supported by an ERP system)
  • IT Service Management processes (e.g., supported by an ITSM system)
  • Service desk processes
  • Incident management
  • Service level management
  • Asset & configuration management
  • Change management
  • Self service
  • Service Fulfillment
  • and all other processes, too ..

17. All other processes

supported by IT can be analyzed

  • Usage processes
    It is essential to understand how customers use products
  • Supplier processes
    Companies that have a high dependency on external suppliers should align their processes to be successful.
  • Outsourced processes
    An increasing number of non-core processes are outsourced to specialized service providers who can offer these services more efficiently and at cheaper costs. IT Services are often at least partly handled by external service providers. In times of increasing numbers of consumed Cloud Services integrated processes are essential.

18. Common Use Case 1

Finding bottlenecks

  • In this service process a bottleneck with one of the forwarding companies was detected
  • Once the bottleneck is discovered, you can then change the process or allocate resources to resolve this bottleneck.
  • Source Fluxicon / Screenshot of the Process Mining Software Disco in performance analysis view.

19. Common Use Case 2

Reducing waste

  • There are often additional activities that are carried out but which actually should not occur, or at least not so often
  • Removing waste in a process provides opportunities for significant cost savings.
  • Source Fluxicon / Screenshot of the Process Mining Software Disco in frequency analysis view.

20. Common Use Case 3

Verifying the effectiveness of process changes

  • To see whether process changes are actually effective, the process mining analysis can be repeated and performed in a regular manner. The Figure shows a fragment of an incident management process before (left side) and after (right side) of a process improvement.
  • Source Fluxicon

21. Common Use Case 4

Ensuring compliance

  • To see whether process changes are actually effective, the process mining analysis can be repeated and performed in a regular manner. Change requests went directly to implementation although it is required that each request be analyzed and explicitly approved before being implemented.
  • Source Fluxicon

22. Process Governance

driven by Process Mining

Process mining follows the options known from business process engineering and goes beyond with feedback to business process modeling:

  • Process Analysis
    filters, orders and compresses log-files for further insight into the connex of process operations.
  • Process Design
    may be supported by feedback from process monitoring, which means basically action or event logging
  • Process Enhancement
    uses results from process mining based on logging for triggering further process operation

23. Conclusion

Use your process data to support process governance

Process mining is a new technology that enables many exciting application scenarios.

  • Most business areas perform their business processes with the support of IT systems, which makes process mining possible because the data already exists.
  • Often there is already manual work being carried out to look at these data, with dashboards, or with statistical tools like Excel.
  • However, process mining makes it easy to analyze the data from a process-oriented perspective.
  • The results are fact-based, visual, and enable exploration in a way that creates a process transparency at a whole new level, and much more quickly compared to manual approaches.

24. References

There exist a growing number of posts in blogs

25. Questions?

Feel free to come back to us!

Visit our German speaking blog or our homepage

itSMF Österreich Kaiserstraße 14/2 1070 Wien


or write an email to me

26. to 31. Screenshot Example Slides

How the graphs could look like

  • Process Mining Tool Screenshot 1 Incident Routing Support Groups 100% Coverage / Source Celonis
  • Process Mining Tool Screenshot 2 Incident Routing Support Groups 80% Coverage / Source Celonis
  • Process Mining Tool Screenshot 3 Incident Routing Support Groups 56% Coverage /Source Celonis
  • Process Mining Tool Screenshot 4 Incident ended in the Server Administration 92% Coverage / Source Celonis
  • Process Mining Tool Screenshot 5 Incident passing Plant IT Service Desk 92% Coverage / Source Celonis
  • Process Mining Tool Screenshot 6 Incidents sent to Communication provider / Source Celonis

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