Case Studies Visualize and Optimize IT Service Management Processes End-Toend in Real Time.

Edit This Case Study Record

	Visualize and Optimize IT Service Management Processes End-Toend in Real Time.

Visualize and Optimize IT Service Management Processes End-Toend in Real Time.

Technology Category	Analytics & Modeling - Big Data Analytics Analytics & Modeling - Predictive Analytics Functional Applications - Enterprise Resource Planning Systems (ERP)
Applicable Industries	Retail
Applicable Functions	Business Operation Quality Assurance
Use Cases	Predictive Maintenance Process Control & Optimization Real-Time Location System (RTLS)
Services	Software Design & Engineering Services System Integration
Challenge	EDEKA Minden-Hannover faced a significant challenge in managing the daily influx of IT service tickets, which included hardware failures and ERP software issues. The IT Service Desk was overwhelmed with around 15,000 tickets per month, making it difficult to identify relationships between individual and systematic errors. The company needed a solution to efficiently process these tickets, uncover optimization potential, and improve workforce planning. The goal was to have a scalable, on-demand visualization of processes to fully exploit the hidden potential of ticket data, thereby optimizing efficiency and reducing costs. Read More
About Customer	EDEKA Minden-Hannover is a prominent regional company within the German EDEKA corporate group. With approximately 1,550 marketplaces, 1.8 million square meters of retail space, seven production facilities, nearly 67,000 employees, and a turnover of 7.5 billion euros, it is the most profitable regional entity in the group. The company is on a growth trajectory and places a strong emphasis on the performance of its processes, particularly in IT support. The IT Service Desk handles a significant volume of tickets each month, necessitating timely and relevant insights to efficiently process these tickets and maintain smooth operations. Read More
Solution	EDEKA Minden-Hannover implemented Celonis Process Mining (CPM) to address their IT service management challenges. CPM acts as a real-time search engine for processes, reconstructing as-is processes using digital footprints stored in the company's IT systems. This allows for real-time visualization of processes and quick identification of inefficiencies. The solution provided full transparency, reduced complexity, and increased process quality. EDEKA's IT experts appreciated the scalability of CPM, which allowed for customized filters and detailed analysis down to individual tickets. This newfound analysis efficiency benefited EDEKA retailers by reducing solution times for IT errors. Read More Log in to view content
Contents

Technology Category

Analytics & Modeling - Big Data Analytics

Analytics & Modeling - Predictive Analytics

Functional Applications - Enterprise Resource Planning Systems (ERP)

Applicable Industries

Retail

Applicable Functions

Business Operation

Quality Assurance

Use Cases

Predictive Maintenance

Process Control & Optimization

Real-Time Location System (RTLS)

Services

Software Design & Engineering Services

System Integration

Challenge

EDEKA Minden-Hannover faced a significant challenge in managing the daily influx of IT service tickets, which included hardware failures and ERP software issues. The IT Service Desk was overwhelmed with around 15,000 tickets per month, making it difficult to identify relationships between individual and systematic errors. The company needed a solution to efficiently process these tickets, uncover optimization potential, and improve workforce planning. The goal was to have a scalable, on-demand visualization of processes to fully exploit the hidden potential of ticket data, thereby optimizing efficiency and reducing costs.

About Customer

EDEKA Minden-Hannover is a prominent regional company within the German EDEKA corporate group. With approximately 1,550 marketplaces, 1.8 million square meters of retail space, seven production facilities, nearly 67,000 employees, and a turnover of 7.5 billion euros, it is the most profitable regional entity in the group. The company is on a growth trajectory and places a strong emphasis on the performance of its processes, particularly in IT support. The IT Service Desk handles a significant volume of tickets each month, necessitating timely and relevant insights to efficiently process these tickets and maintain smooth operations.

Solution

EDEKA Minden-Hannover implemented Celonis Process Mining (CPM) to address their IT service management challenges. CPM acts as a real-time search engine for processes, reconstructing as-is processes using digital footprints stored in the company's IT systems. This allows for real-time visualization of processes and quick identification of inefficiencies. The solution provided full transparency, reduced complexity, and increased process quality. EDEKA's IT experts appreciated the scalability of CPM, which allowed for customized filters and detailed analysis down to individual tickets. This newfound analysis efficiency benefited EDEKA retailers by reducing solution times for IT errors.

Impact #1	The implementation of Celonis Process Mining (CPM) provided full transparency into IT service management processes.
Impact #2	The solution reduced the complexity of managing IT service tickets, making it easier to identify and address issues.
Impact #3	CPM enabled EDEKA Minden-Hannover to reduce process costs by optimizing the efficiency of IT service management.

Impact #1

The implementation of Celonis Process Mining (CPM) provided full transparency into IT service management processes.

Impact #2

The solution reduced the complexity of managing IT service tickets, making it easier to identify and address issues.

Impact #3

CPM enabled EDEKA Minden-Hannover to reduce process costs by optimizing the efficiency of IT service management.

Benefit #1	EDEKA Minden-Hannover handles around 15,000 IT service tickets per month.
Benefit #2	The company has nearly 67,000 employees.
Benefit #3	EDEKA Minden-Hannover has a turnover of 7.5 billion euros.

Benefit #1

EDEKA Minden-Hannover handles around 15,000 IT service tickets per month.

Benefit #2

The company has nearly 67,000 employees.

Benefit #3

EDEKA Minden-Hannover has a turnover of 7.5 billion euros.

Download PDF Version

Overview

Visualize and Optimize IT Service Management Processes End-Toend in Real Time.

Operational Impact

Quantitative Benefit