Gonzalo Martín, CEO of Inverbis, and John Wallace, Director of Business Development, have explained in detail how this new connector allows data from Jira panels to be integrated with Inverbis analysis software.
Jira Service Management (JSM) is among the best-known IT service management tools in the world.
With JSM, all IT services—from incidents and problems to configuration and IT asset management—can be managed globally. This new connector and the technology developed by Inverbis in collaboration with TecnoFor empower customers to quickly and efficiently integrate the data of their incidents, problems, or requests and explore this data with process mining software to identify operational improvements for IT service management processes.
“The advantage of a connector is that it automatically takes care of collecting the data it needs, cleaning it up and preparing it to be displayed correctly. If not, we would have to download the csv, clean it manually and prepare it to upload it to our platform.”
During the live demonstration led by John Wallace, attendees saw the advantages of applying Inverbis data visualization to Jira processes in order to detect errors, repetitions, missed deadlines, or deviations from the so-called “happy flow,” that is, the ideal process that should always be followed.
“Imagine the systems department in a company. They receive many support tickets a day. Some can be solved at level 1, others have to be scaled, others outsourced…”
Applying process mining along with data visualization and analysis techniques reveals bottlenecks and allows company leaders to meet expected deadlines. When communication between the support team and employees fails to provide the information to resolve incidents, when loops slow down the resolution of tickets in Jira, or when the support team marks an incident as resolved without confirming that everything is working correctly, Inverbis’s and Jira’s technologies will facilitate identifying and addressing those issues.
Crucially, however, new opportunities can also be detected, not just mistakes made by employees.
Oftentimes, the “happy flow” or desired flow is not optimal at the operational level but is instead the best the operations team could come up with at the time.
In the example presented at TecnoFor ESM Day, it was possible to verify how a group of employees did not carry out the desired flow and instead followed an alternative process that improved that “happy flow.”
Additionally, the data that the connector extracts from Jira can be monitored in real time. Our solution provides email alerts and detects delays in ticket resolution. It allows for creating customized dashboards and filtering data to see different variants, data trends, and process loops as well as the time it takes to go from one process to another within the same flow.
In the end, the key to analyzing the data lies, as Gonzalo Martín explained, in knowing what to ask the data.
If you want to know more about our solution and how we apply process mining to process improvement, you can click on this link to register and request your demo.