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Incident Management & Response

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The purpose of this process is to restore normal service operation as quickly as possible and minimise any adverse impact on business operations and ensuring that agreed levels of service quality are maintained.

Process Driven AI can assist IT and support departments to understand the effort, cost and effectiveness of processes within their department. 


Understanding the customer or employee support journeys can be critical in meeting SLA's, providing quality service and ensuring productivity. Here  are some other benefits: 

  • Delivering higher first-time resolution: IT systems may not provide the correct solution at their first try. Process mining tools can produce data-driven insights to increase the first-time resolution rate.

  • Discovering root causes of delays: Long-running tickets in IT systems is a common issue. Companies can mine their processes to understand why those tickets are open for long. From the results gained from process mining tools, companies may discover shortfalls in their IT systems.

Download Sample Data

Download this loan app sample data now and start using it

Related Templates

Add to Process App Library

Get more out of this template by adding it to Perceptif Apps Studio, including:


  • Visualise Overall Loan Process

  • Analyse Process Flow Steps

  • Cycle Time Analysis

  • Employee Effectiveness

Ask an Expert

Get more out of this Process App by asking a process expert to help. Some areas they can assist:


  • Advanced Process Analysis

  • Industry Benchmarking

  • Process Automation

  • Best Practices

System Operations Blueprint

Process Blueprint to understand system operations and effectiveness

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Helpdesk Ticket Bottleneck

Diagnostic to analyse and streamline the helpdesk process

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