Process Mining in ITSM: Hidden Workflows Revealed

Discover how Luigi Ferri explains how Process Mining in ITSM transforms service delivery by revealing real workflows hidden behind your dashboards. Learn how to eliminate bottlenecks, prevent SLA breaches, and align your Service Catalogue with reality. Turn ITSM data into actionable insights for compliance, automation, and continuous improvement.

In this episode, we answer to:

What’s the real difference between Process Mining and Task Mining in ITSM?

How can Process Mining prevent SLA breaches and improve service performance?

How does Process Mining enhance Service Catalogue accuracy and ensure compliance with ISO standards?

Resources Mentioned in this Episode:

Process Science website, article "Process Mining in IT services", link https://www.process-science.com/use-cases/it-services

Mindzie website, article "Top Benefits of Process Mining: Optimize, Analyze, Automate", link https://mindzie.com/process-mining-software/process-mining-benefits/

Celonis website, article "5 Benefits of Using Process Mining for IT Service Management", link https://www.celonis.com/blog/5-benefits-of-using-process-mining-for-it-service-management/

Atlassian website, article "Process Mining Analyze and Optimize Jira Workflows and Processes", link https://community.atlassian.com/forums/App-Central-articles/Process-Mining-Analyze-and-Optimize-Jira-Workflows-and-Processes/ba-p/2768242

Connect with me on:

LinkedIn: https://www.linkedin.com/in/theitsmpractice/

Website: http://www.theitsmpractice.com

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Credits:

Sound engineering by Alan Southgate - http://alsouthgate.co.uk/

Graphics by Yulia Kolodyazhnaya