Case Study: a leading IT services organization improves ITSM outcomes with Apromore process mining

IT Services Firm Uses Process Mining to Improve Service Quality and Reduce Service Costs

Leading IT Services Organization, a mid-sized IT services firm, needed better visibility into its Jira-based incident, change, and help desk processes as service demand grew and SLA performance varied. The team wanted a data-driven way to improve ITSM outcomes, reduce costs, and prepare for future process changes, and turned to Apromore’s process mining platform to analyze Jira service data.

Using Apromore and Jira REST API data, the organization reverse-engineered its workflows, uncovered bottlenecks, rework, and workarounds, and benchmarked performance across customer and priority groups. The result was a redesigned Jira workflow, targeted training and communication, and a faster, more streamlined service process with 35% faster issue-to-resolution times, 43% SLA violations identified for incidents and change requests, and 60% of deviations from best practices exposed for remediation.