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Introducing Celonis Process Mining

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Our mission is

to improve your processes

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How do you know what really happens in your processes?

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How fast can you get insight into your processes?

How do you find out where to improve your processes?

How do you learn about harmful bottlenecks, inefficiencies and compliance issues?

Process Analysis Today

Process Analysis Today

Unternehmenspräsentation | Nicolas Pantos6

- a member of the COCUS Group

Process Analysis: Process Mining

IT based work Digital Footprints Data Processing

<<

Full Process

Transparency

Celonis Process Mining

Unternehmenspräsentation | Nicolas Pantos7

- a member of the COCUS Group

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IT-based workEvery workflow is supported by IT systems like SAP.

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Digital FootprintsCelonis Process Mining finds & reconstructs digital workflow traces.

IT-based workEvery workflow is supported by IT systems like SAP.

ID

Time

Activity

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Full TransparencyActual process flows are visualized in real time.

Digital FootprintsCelonis Process Mining finds & reconstructs digital workflow traces.

IT-based workEvery workflow is supported by IT systems like SAP.

ID

Time

Activity

AMAZING INSIGHTS. BETTER RESULTS.

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30% view“The happy path”

See the core process flow.

AMAZING INSIGHTS. BETTER RESULTS.

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60% view“The not-so-happy paths”

Reveal less common paths and activities. Great for spotting deviations and

inefficient loops.

AMAZING INSIGHTS. BETTER RESULTS.

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100% view“The real paths”

100% data coverage. Nothing escapes the watchful eye.

AMAZING INSIGHTS. BETTER RESULTS.

Process Mining – Experiences form the field

• Scattered landscape with different operating & process models, service levels, etc.

• User experience on ITIL processes – there is room for improvement

• …

• Unified, highly efficient processes and services

• Continuous improvement mind-set driving ongoing efficiencies

• …

Our Environment:

• Global Player / Banking Sector/ IT Division

• Global Production Support (ITIL aligned processes e.g. for Incident / Problem / Change / Service Request)

Efficiency & Operational Excellence

• POC - Process Mining– Incident Management– Service Requests

• Celonis Engineering & Integration

– ETL SNOW Celonis

– Build /Configure Workbenches

– Guidelines, Education, …

• GO Live End of 2016/Q1

Where we have been What we are doing Our vision

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Process Mining – Experiences form the field

Starting Point

• These days, there are many reporting tools available which allow us to measure the efficiency of our processes … BUT we can only measure effectiveness in already well known problem areas!

• What about identifying new problem areas – poor performing processes which we are not even aware off? Unfortunately, the current set of tools set does hardly support us in that regard.

• Process mining tool (like Celonis) can help us to easily visualize and analyze specific patterns in a workflow such as incident-, request- , change – and service request management.

In other words … Celonis allows us to identify weaknesses in the existing processes we are not even aware of yet

What we want to achieve

• Bring our Continuous Service Improvement maturity to the next level

• Improve End-User Experience – reliable , effective & efficient processes

• Reduce costs - Identify shift-left and waste reduction opportunities, e.g. • Reduction of multi-hop• Ticket avoidance - Intraday Control Panel • Shift Left Initiative / Reduction of "Hey Joe" tickets (tickets opened in L2 or L3)• Improve efficiency for the process analysts• Workload drivers for resource planning & identification of bottlenecks• Identify broken workflows (as a result of e.g. organizational changes)

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Process Mining – Experiences form the field

Our SNOW Environment

• ServiceNow (Berlin), rather heavily customized version – currently in use in PROD

• ServiceNow (Geneva), pretty standardized version – will go live in second half of 2016

• ServiceNow running on 32 UNIX VMs, clustered Oracle database – standard MW Cluster (Apache, Tomcat)

Our Celonis Environment

• Celonis Application Server: Single UNIX VM (IaaS) - 16core, 64GB Memory, 240GB DiskStandard MW Cluster (Apache, Tomcat)

• Celonis Database Server: Oracle (DBaaS) - 12 GB Memory,16 Caging Setting (cpu count),4/4 – 800GB in size

Data Integration

• Using our standard ETL tool to replicate data form SNOW to Celonis

• Data Replication - weekly full data load – multiple millions of tickets and correlated data (CMDB)(with the exception of 'SYS_Audit' which holds the SNOW TRX data (~ 500 Mio records))

• Calculation of cubes - approx. 20-30 hours; 'data flip-flop' ensures full availability of Celonis Data Cubes

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Process Mining – Experiences form the field

Our current state

• Product Engineering completed

• Integration into our environment finalized

• Prototypes of Celonis Dashboards provisioned (in close cooperation with 'early adapters')

• Currently in TEST Environment – verifying functional & non-functional requirements

• Rollout – March 2016

Our next steps

• Finalize outstanding tasks (open as of limitations in TEST environment (data volumes & data quality))

• Database tuning activities

• 'Fine-Tune' look & feel of the Celonis Dashboards (Graphs, KPI's, …) to be provisioned to our clients

• Documentation/Education

• Last but not least

• Improve ITIL process efficiency and realize Return-On-Investment!

• Look for other opportunities in the Business Units

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Process Mining – Experiences form the field

The look & feel

• Celonis allows us to build tailored dashboards depending on the client requirements, e.g.

• Management Dashboards – mainly KPI's measuring the health of our processes

• Technical Dashboards supporting the Process Analyst in optimizing our process landscape

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Live - Demo

click to watch click to watch

click to watch click to watch

click to watch click to watch

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Munich, Germany

Palo Alto, CA

50+ employees

Headquarters in Munich, Germany

Over 200 satisfied customers

Used across 13+ industries

237% year on year performance, 30% growth each quarter

Named one of the fastest growing Big Data Analytics companies

Collaborating with the best consulting, solutions & vendor partners

CELONIS is an innovative and award-winning software

company from Germany and the market leader for enterprise-ready Process Mining.

"CELONIS IS THE LEADING VENDOR FOR THE

ANALYSIS OF OPERATIVE PROCESS DATA

CREATED BY IT SYSTEMS.“ - IBM

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Process Mining Industries

AutomotiveIndustrial

Banks Public Sector Pharmaceuticals,Chemistry, Biotech

Service Sector Utilities

Wholesale&Retail High Tech Consumer Goods Hospitals Media Metal, Wood, Paper

Telecommunications Logistics Insurance

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Happy Celonis Customers

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Celonis Process Mining Award-Winning Technology

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Process Mining Processes

IT Service Procurement Human Resources Production Sales Accounting

…and many more

custom

Logistics Audit

Run transparently with any IT-System.

… or with any other IT System of your choice(all IT systems produce event log data)

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Watch online

IT-Service Management processes are the backbone of every larger IT Operation. However, a high number of incidents and requests, which typically flow through different parts of the IT-Service organization make the management of these processes very complex and challenging. Celonis Process Mining brings full transparency and high efficiency to your ITSM: Find and eliminate bottlenecks in the ticketing process, check for compliance and find out the sources of unnecessary, avoidable tickets, loops, redirections, interruptions, delays and rework that cost time, money and lower customer satisfaction. Process Mining helps you to monitor and improve service standardization, quality, efficiency and performance in real time.

Reduced resolution time

Process transparency

40%100% 100%

Loopdetection

Demo video of Celonis Process Mining for IT-Service Management

Process Mining for IT-Service Management

Learn more: http://www.celonis.de

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Proof of Concept Overview

The Proof of Concept.Fast insights. Low effort. No risk.

Fast Insights: We will change the way you see your processes. And we can do it very fast.

Low effort: We give you full support. Let us do the job, you choose the level detail you want to get involved.

No risk: Find out all about the benefits of our software and the quality of service at a reasonable, fixed price. Decide, if you want to move forward.

100% satisfaction rate.

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Prepare IT-infrastructure “Extract” data (e.g. using Celonis SAP

TableLoaders)

Kick-off workshop Installation of Celonis Process Mining Data integration Build & Prepare first analysis

Present insights to management board Go or No-Go decision

Present & discuss first insights Refine & tweek insights Work with the software directly (hands

on experience)

2 w

ee

ks

Co

mp

leti

on

Proof of Concept Schedule

Pre

pa

rati

on

AMAZING INSIGHTS. BETTER RESULTS.

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Your personal contact

Nicolas PantosMitglied der Direktion

T +41 61 378 44 44M +41 78 640 78 82

Nicolas.pantos@axas.ch

AXAS AGHirschgässlein 19 4051 BaselSchweiz