service level testing (processcamp 28-6-2013) v4 · performance social mining data exploration...

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Business Services Management Support Business

Management

Process Support Business

The promise of discovery!? Don’t tell me what I already know, help me get smarter!

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using AUTOMATIC PROCESS DISCOVERY

With VISUALIZATION

and DATA EXPLORATION

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and ADVANCED ANALYTICS

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Intervention Service Processes

T0 T1 T2 T3 T4 T5 T6 T7

Bank

Bank

Service Provider

Security Guard

Bank

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SLA 60 SLA 15 ?

!

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Project mission 1

Strategy/Sales/Finance Support

Operational Excellence

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Discrete Process Steps Performance Testing in gliding time windows

T0 T1 T2 T3 T4 T5 T6 T7

Project mission 2

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Assessment for future Predictive modeling in the future.

Project mission 3

Predictability of ‘travel’ time:

Playbook

Business Questions

Internal Processes

External Processes

Business �Case

* Process Selection�* Impact Template�* Scenario’s�* Risk�* Scoring

Workbook

Project Charter

Project �Plan

Execution Dashboard

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Approach

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Time & Activity View

Data SL Investigation SL Monitoring

Cleaning Communication

Conformance Performance

Baselevel KPI KPI Calibration

Intelligence

Improvement

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Conformance

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Conformance

Social Network Discovery

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Test the SLA’s

reached

Performance

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Test the SLA’s

reached

Performance

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Performance

Calculate the Service Time

reached

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using extreme visualization techniques (GPU vs CPU)

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Service Level Visualization -> Analysis

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Other Visualization

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Take Aways

Advanced Process and Data Analytics

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PROCESS DISCOVERY   Conformance   Performance   Social Mining

DATA EXPLORATION   Extreme visualization

PORTABILITY   Figuratively   Literally

Are you now smarter ?

Testing and Monitoring Service Processes Execution

and Service Level KPI’s

More ?

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