This Slide Deck was presented at the annual international conference of itSMF Slovensko on May, 6th. 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 http://fluxicon.com 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.

1. Martin Pscheidl, MBA, MSc, CMC
martin.pscheidl@itsmf.at

2.  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 http://itsm-blog.at.
Why us?
This is an independent best practice presentation
2Process Mining - a new governance approach ©2014 itSMF Austria by Martin Pscheidl

3. 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 …
Why me?
I like sharing experiences
3Process Mining - a new governance approach ©2014 itSMF Austria by Martin Pscheidl

4.  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.
Trade Mark Acknowledgement
We can’t live without these companies
4Process Mining - a new governance approach ©2014 itSMF Austria by Martin Pscheidl

5.  Process Mining - Discovery,
Conformance and Enhancement
of Business Processes
 Written by Wil van der Aalst,
 2011, XVI, 352p. 184 illus., 6 illus. in color.
 ISBN 978-3-642-19345-3
 Wil van der Aalst is a full professor at the Department of Mathematics &
Computer Science of the Technische Universiteit Eindhoven (TU/e),
The Netherlands, where he chairs the Architecture of Information
Systems (AIS) group.
Preface
if you are interested in the theory read this book
5Process Mining - a new governance approach ©2014 itSMF Austria by Martin Pscheidl

6.  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.
Process Mining Definition
Use the log data in your tools to analyze your processes
6Process Mining - a new governance approach ©2014 itSMF Austria by Martin Pscheidl
Source Fluxicon
Source wikipedia.org

7. Step 1 Step 2
Process Mining Technique
a step by step approach
7Process Mining - a new governance approach ©2014 itSMF Austria by Martin Pscheidl
Source Fluxicon
Sequence 1 Sequence 1 Sequence 2

8. Step 3
Process Mining Technique (cntnd.)
extract all sequences from log
8Process Mining - a new governance approach ©2014 itSMF Austria by Martin Pscheidl
Source Fluxicon
Sequence 1 Sequence 2 Sequence 3
• 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.

9. Step 4
Process Mining Technique (cntnd.)
distill all activities
9Process Mining - a new governance approach ©2014 itSMF Austria by Martin Pscheidl
Source Fluxicon
Sequence 1 Sequence 2 Sequence 3
• Now we’ve
found all
activities
within all
sequences
• But how is the
process really
running?

10. Step 5
Process Mining Technique (cntnd.)
build the process
10Process Mining - a new governance approach ©2014 itSMF Austria by Martin Pscheidl
Source Fluxicon
Sequence 1 Sequence 3
• Combined
process of
sequence 1
and
sequence 2
Sequence 2

11. Step 6
Process Mining Technique (cntnd.)
Visualize how things are running
11Process Mining - a new governance approach ©2014 itSMF Austria by Martin Pscheidl
Source Fluxicon
Sequence 1 Sequence 3
• That’s the
visualization
of your
process!
Sequence 2

12.  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
Process Graph
to visualize your processes
12Process Mining - a new governance approach ©2014 itSMF Austria by Martin Pscheidl
Source Celonis

13.  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 ..
Should you use Process Mining and Why?
Several questions about this new methodology
13Process Mining - a new governance approach ©2014 itSMF Austria by Martin Pscheidl
Source Fluxicon

14.  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.
Which Processes Can be Analyzed ?
any processes that are supported by an IT system
14Process Mining - a new governance approach ©2014 itSMF Austria by Martin Pscheidl

15. 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
Primary processes
many companies have these in common
15Process Mining - a new governance approach ©2014 itSMF Austria by Martin Pscheidl

16.  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 ..
Support processes
Secondary processes to run the company
16Process Mining - a new governance approach ©2014 itSMF Austria by Martin Pscheidl

17.  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.
All other processes
supported by IT can be analyzed
17Process Mining - a new governance approach ©2014 itSMF Austria by Martin Pscheidl

18.  In this service process a bottleneck with one of the forwarding
companies was detected
Common Use Case 1
Finding bottlenecks
18Process Mining - a new governance approach ©2014 itSMF Austria by Martin Pscheidl
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.  There are often additional activities that are carried out but which
actually should not occur, or at least not so often
Common Use Case 2
Reducing waste
19Process Mining - a new governance approach ©2014 itSMF Austria by Martin Pscheidl
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.  To see whether process changes are actually effective, the process
mining analysis can be repeated and performed in a regular manner.
Common Use Case 3
Verifying the effectiveness of process changes
20Process Mining - a new governance approach ©2014 itSMF Austria by Martin Pscheidl
The Figure shows a
fragment of an incident
management process
before (left side) and
after (right side) of a
process improvement.
Source Fluxicon

21.  To see whether process changes are actually effective, the process
mining analysis can be repeated and performed in a regular manner.
Common Use Case 4
Ensuring compliance
21Process Mining - a new governance approach ©2014 itSMF Austria by Martin Pscheidl
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 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
Process Governance
driven by Process Mining
22Process Mining - a new governance approach ©2014 itSMF Austria by Martin Pscheidl
enhance
(re)design
analyze

23.  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.
Conclusion
Use your process data to support process governance
23Process Mining - a new governance approach ©2014 itSMF Austria by Martin Pscheidl

24.  Competitive Advantage: Creating and Sustaining Superior Performance by Michael E. Porter, Free Press
United States, 1985 (ISBN 0684841460)
 High Level Approach to Process Mining by Preben Ormen, 2014, URL: http://prebenormen.com/process-
improvement/high-level-approach-process-mining
 Accelerate DMAIC using Process Mining by Frank van Geffen and Rudi Niks, Business Process Intelligence
Challenge 2013, CEUR proceedings, URL: http://ceur-ws.org/Vol-1052/paper5.pdf
 Case Study: Process Mining to Improve a Service Refund Process by Anne Rozinat, 2012, URL:
http://fluxicon.com/blog/2012/11/case-study-process-mining-to-improve-a-service-refund-process/
 Business process analysis in healthcare environments: A methodology based on process mining by Álvaro
Rebuge and Diogo R. Ferreira, Information Systems, Volume 37, Issue 2, Pages 99-116, 2012.
 Process Mining – Ana Aeroportos de Portugal by Alberto Manuel, 2012, BPTrends, www.bptrends.com
 Case Study: Process Mining to Compare Procure-to-Pay Processes in Different Countries by Ard-Jan
Vethman and Anne Rozinat, URL: http://fluxicon.com/blog/2012/11/case-study-process-mining-to-compare-
procure-to-pay-processes-in-different-countries/
 Donna Stewart, Suncorp Executive Manager, talks about process mining, Interview by Marcello La Rosa,
YouTube, URL: http://www.youtube.com/watch?v=_UUiwkBMn7g
 Reinvent Your Business With Business Process Mining by Steve Kilner, IBM Systems Magazine, 2013,
URL: http://www.ibmsystemsmag.com/power/Systems-Management/Performance/process_mining/
 The case for process mining in auditing: Sources of value added and areas of application by Mieke Jans,
Michael Alles, and Miklos Vasarhelyi, International Journal of Accounting Information Systems 14, 201,
pages 1–20
 Process Mining Software Disco. URL: http://fluxicon.com/disco/
 Process Mining Software Celonis. URL: http://celonis.de
References
There exists a growing number of posts in blogs
24Process Mining - a new governance approach ©2014 itSMF Austria by Martin Pscheidl

25. Visit our German speaking blog http://itsm-blog.at
or our homepage http://www.itsmf.at
itSMF Österreich
Kaiserstraße 14/2
1070 Wien
+43-1-5223636-13
office@itsmf.at
or write an email to me
martin.pscheidl@itsmf.at
Questions?
Feel free to come back to us!
25Process Mining - a new governance approach ©2014 itSMF Austria by Martin Pscheidl

26. Process Mining Tool Screenshot 1
Incident Routing Support Groups 100% Coverage
26Process Mining - a new governance approach ©2014 itSMF Austria by Martin Pscheidl
Source Celonis

27. Process Mining Tool Screenshot 2
Incident Routing Support Groups 80% Coverage
27Process Mining - a new governance approach ©2014 itSMF Austria by Martin Pscheidl
Source Celonis

28. Process Mining Tool Screenshot 3
Incident Routing Support Groups 56% Coverage
28Process Mining - a new governance approach ©2014 itSMF Austria by Martin Pscheidl
Source Celonis
• After reduction to 56% coverage only the
Service Desk Support Group left on the
Graph
• 73.069 tickets were opened here
• 55.682 tickets ended here
• And 13.015 times the ticket was re-routed
to the own organization

29. Process Mining Tool Screenshot 4
Incident ended in the Server Administration 92% Coverage
29Process Mining - a new governance approach ©2014 itSMF Austria by Martin Pscheidl
Source Celonis

30. Process Mining Tool Screenshot 4
Incident passing Plant IT Service Desk 92% Coverage
30Process Mining - a new governance approach ©2014 itSMF Austria by Martin Pscheidl
Source Celonis
• Filtered all tickets passing one special
support unit to see how process flows

31. Process Mining Tool Screenshot 4
Incidents sent to Communication provider
31Process Mining - a new governance approach ©2014 itSMF Austria by Martin Pscheidl
Source Celonis
• With and without
flag “VIP”
• With and without
flag “VIP”
• 3 times more
communication
incidents with
VIP customers