Process mining is a great way to model the ideal process and check to what extent this ideal process is followed.

We have advanced this approach together with Fraunhofer FIT and combined it with our ITSM process consulting experience. We co-developed a scoring model that calculates ITSM process conformance KPIs based on process mining techniques and enriched it with additional quality and speed KPIs.

Our ITSM process scoring is based on scientific research, statistical methods and machine learning algorithms and uses data available in our clients’ ITSM systems. This combination makes it unique and objective.