I've gotten stuck with the idea that process mining the Incident process must be very beneficial but as there's not that much information to find on the topic, I wonder if there's any caution here.
I can find plenty along with the academy examples for various other processes but none for the incident process.
I understand that the figures 'saved' could be harder to calculate vs something like duplicated invoices, but am I barking up the wrong tree or is there potential in it?
Hi @felix.jakob,
I personally see the following potential in the incident management process:
However, I have experienced that balancing the trade-offs between speed and quality of incident resolution are very Important. This is because the trade-off between speed and quality is important to not compromise the security and compliance.
Hopefully this helped you in some way!
Kind regards,
Sverre Klein
Hi @felix.jakob,
Totally agreeing here with Sverre.
For all processes you should divide the executed steps in adding value and waste.
It's hard to reduce repair times (= value adding), but you could reduce the response time, waiting time for material or technicians with the correct certificates etc.
Also, in this area preventing is a big thing. For a customer we did a project on First Time Fix to prevent consecutive incidents. Let me know if you would like to hear more from it.
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