Categories: Insights

Hendrik Ceh


…a breakthrough collaboration with Fraunhofer Institute for Applied Information Technology FIT

We don’t want to brag, but we may just have a started a small revolution. And it’s thanks to PETE, our friendly digital helper.

Over the last eighteen months, we have developed a unique approach for scoring ITSM processes. This score empowers companies to objectively assess the performance of their IT service providers using a single metric. As a result, they can compare IT service performance equally across different providers.

Our evaluation methodology involves assessing key performance indicators (KPIs) of the processes and aggregating these metrics to calculate a score.

However, our partnership with Fraunhofer FIT has taken our scoring model to the next level. We are now able to visualize the quality of process execution, automatically and comparably, based on the actual steps performed.

How did we achieve this remarkable feat?

At the core of our new model lies the process mining approach. This has been expanded for IT processes by Fraunhofer FIT researchers Hannes Häfke, Human Kourani, and Philipp Heisenberger. Leveraging our digital consultant PETE, we access our clients’ ITSM system(s) (it can be any or multiple ITSM systems) and automatically extract the relevant process data. Importantly, we only extract process-relevant data, and no user-specific information is involved. PETE transforms the data into an event log, which individually evaluates the KPIs relevant to each specific case (e.g., incident, service request, problem).

In the next step, PETE utilizes user ratings of the cases (customer satisfaction surveys) as a basis for weighting the importance of each KPI for the organization.

This automated process enables PETE to continuously train and fine-tune the weighting of the KPIs. The culmination of this weighting and KPI assessment results in the comprehensive score. This supplies insight into what matters most to users, and how IT service providers are performing against those expectations.

Collaboration breeds innovation

Collaborating with Fraunhofer FIT has been a tremendous experience.

The project unfolded seamlessly, precisely, and according to plan. Hannes, Humam, and Philipp provided us with numerous novel approaches for us to further develop and expand upon. We eagerly anticipate our next joint endeavour, building upon the foundation of this successful collaboration.

Our innovative IT process scoring model, enriched by the expertise and advancements made in collaboration with Fraunhofer FIT, is poised to transform the way organizations evaluate and optimize their IT processes. The possibilities for driving continuous improvement and delivering superior user experiences are truly remarkable.

Many thanks to Fraunhofer FIT for helping us to develop this brand-new approach!

And many thanks to the Mittelstand Innovativ & Digital (MID) program of the state of North Rhine-Westphalia for funding our project.



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