Process Mining Implementation in IT Service Management

This case study examines the implementation of process mining within an IT services organization to enhance IT Service Management (ITSM) outcomes. The organization faced challenges such as increased demand for services, inefficiencies in ITSM processes, and a lack of data-driven decision-making. To address these issues, the organization utilized Jira in conjunction with the Apromore process mining platform. Data extraction and analysis were conducted using Jira’s REST API, which allowed the team to identify bottlenecks and deviations in workflows. A customized playbook was developed to optimize ITSM processes, leading to significant improvements in service quality and operational efficiency. The results included a 43% reduction in SLA violations and a 35% improvement in resolution times. Additionally, the organization established a process mining Center of Excellence to extend these improvements across other business units, demonstrating the strategic value of data-driven process optimization.