In-platform Process Mining drives Business Transformation and Automation for Major IT Provider

Customer Profile

Customer was a leading IT software services provider with multiple tools to manage their day to day operations.

Business Challenge

Client, a global leader in IT solutions, faced challenges with their operational processes. With a large workforce spread across various regions and departments, they struggled with disjointed workflows and siloed data management systems. This led to inefficiencies, errors, and delays in project delivery, impacting customer satisfaction and hindering growth opportunities. Seeking to enhance their operational efficiency, Client engaged Proviniti, a trusted IT solutions provider, for assistance.

Scope of Services

Proviniti embarked on a comprehensive analysis of Client’s existing processes, utilizing advanced process mining techniques to identify bottlenecks and areas for improvement. The scope of services included:

• Process Discovery: Mapping out Client’s intricate workflows to identify inefficiencies and pain points
• Data Integration: Integrating disparate systems and databases to create a unified platform for data management and analysis
• Workflow Automation: Designing and implementing automated workflows within ServiceNow to streamline repetitive tasks and improve process efficiency
• Performance Monitoring: Establishing metrics and KPIs within ServiceNow for real-time monitoring and analysis of process performance

Solution Highlight

Approach:

• Proviniti’s team conducted extensive stakeholder interviews and process walkthroughs to gain insights into Client’s operations
• Leveraging ServiceNow’s robust capabilities, Proviniti proposed a tailored solution to address Client’s specific challenges and requirements
• The implementation plans prioritized quick wins to demonstrate immediate value, followed by phased enhancements for long-term optimization

Suggestions Made:

• Foster Collaboration: Encourage cross-departmental collaboration and communication to break down silos and improve coordination
• Data Governance Framework: Implement a comprehensive data governance framework to ensure data quality, security, and compliance
• Employee Training: Provide training and support to empower Client’s employees to fully utilize the new system and embrace process improvements

Customer Benefits

• Enhanced Efficiency: Streamlined workflows and automated processes led to significant time and cost savings for Client
• Improved Visibility: ServiceNow’s centralized platform provided Client with better visibility into their operations, enabling informed decision-making and resource allocation
• Reduced Errors: Automation of repetitive tasks minimized the risk of errors, ensuring accuracy and reliability in project execution
• Scalability: The scalable nature of ServiceNow allowed Client to adapt to evolving business needs and scale their operations seamlessly
• Competitive Advantage: By optimizing their processes, Client gained a competitive edge in the IT industry, positioning themselves as an agile and efficient service provider

Modules Used

Process Optimization / Process Mining