This is PETE

Process Scoring is an innovative method for objectively evaluating process performance.

Using process mining techniques, we analyze a wide range of KPIs for each process and aggregate them into a single score. The relevance and weighting of the KPIs are determined through machine learning and are tailored to the specific priorities of each customer.

Based on our extensive experience in IT process consulting, we have developed three dimensions of KPIs.

Dimensions:

• Process Compliance KPIs, which measure how efficiently stakeholders follow the process by comparing actual execution with a model process.
• Quality KPIs, which assess the qualitative execution of process steps.
• Speed KPIs, which analyze both processing times and idle times.

Our algorithm adjusts the relevance of each KPI to fit the specific needs and priorities of each customer.

Process Mining is a valuable method for modeling the ideal flow of a process and monitoring its adherence.

Together with Fraunhofer FIT, we have further developed this approach and integrated it into a scoring model. We combine process compliance KPIs based on process mining with additional quality and speed KPIs.

PETE Score

PETE’s IT Process Scoring is built on scientific methods, AI, and data from our customers’ ITSM systems, making it a unique and objective assessment approach.

Our expertise lies in IT processes.

With deep experience in the design, implementation, and optimization of IT processes, we can accurately assess when a process is functioning well and where improvements are needed. These insights are embedded in PETE, enabling precise evaluations.

Yes. We can do this under the following circumstances: 

• We need to create or get an event log.  If you already use a process mining tool, we could use the event log from that tool. 

• We will need to define the KPI thresholds with your experts to ensure the correct borders are set. 

PETE is capable of processing IT process data from any ITSM system as well as from other sources like Excel sheets.
A general requirement for using PETE is having an ITSM system, such as ServiceNow, Remedy, or Jira Service Management (JSM).

Requirements:

Additionally, a certain minimum amount of data is necessary to generate meaningful insights. Customers should process more than 1000 incidents and service requests, at least 40 problems, and ca.  50 changes per month in order to get interesting and useful insights.

For JSM users, no additional technical requirements are needed.

For users of other ITSM systems, PETE’s insights are presented through Microsoft Power BI, requiring a Power BI Pro license and an M365 account.

For the moment, PETE is only available in an English language version. However, we are planning to leverage AI for PETE’s future multi-language capabilities.

Every company is different. That’s why PETE offers various pricing packages tailored to your individual needs. Whether you’re starting small or want to leverage the full power of PETE – we have the right package for you. And if none of our standard packages fit your requirements, we’ll create a custom package just for you. We promise!

 Here you can find the different price packages.

No, we do not.

(Process) maturity models base their evaluation on questionnaires that need to be filled by people. The issue is that the quality of answers is dependent on the knowledge and experience of the respondent and may be biased. 

We have addressed this issue by analyzing data in our clients’ ITSM systems, giving us an objective view on the level of execution of the analyzed process.