Where Experience Meets Service

Every digital interaction today is an experience moment.
Whether a customer waiting for an order update or an employee waiting for IT support — every delay is felt.

Traditional IT Service Management (ITSM) systems excel at tracking tickets but often fail to capture the experience behind the process. This is where many organizations stumble — when customer experience (CX) and IT service management run as silos, the result is frustration, inefficiency, and missed value.

To close this gap, Ennuviz has built a prebuilt process mining solution that unites ITSM and CX, enabling enterprises to move from reactive support to proactive service excellence.

1️⃣ Why CX and ITSM Must Work Together

In 2025, customer experience is no longer just a front-office metric — it’s a business-wide priority.

• 64% of customers say experience matters more than price.
• Gartner predicts companies leading in Total Experience (TX) — integrating CX, EX, and UX — will outperform competitors by 25% in satisfaction and retention.

The same principles apply internally.
If your IT support experiences are slow, inconsistent, or opaque, employees lose trust, productivity drops, and customers feel the impact downstream.

ITSM is not just an operational function — it’s the nervous system of the enterprise experience.

That’s why Ennuviz’s prebuilt solution integrates ITSM insights with Process Intelligence to deliver measurable improvements across both customer-facing and internal service journeys.

2️⃣ The Experience Gap in ITSM

Most organizations manage service operations reactively:

• Tickets opened, assigned, closed — with little insight into why issues repeat.
• SLAs monitored, but not optimized.
• User sentiment collected, but not connected to process behavior.

Process inefficiency hides behind volume metrics. For instance:

• 35% of incident reopens trace back to incomplete root cause resolution.
• 40% of SLA breaches occur in ticket reassignment loops.
• Average resolution times vary 2–3× across similar issues due to non-standard workflows.

Traditional analytics can’t connect these dots.
That’s where Process Mining transforms ITSM — converting raw logs into visual, data-driven journeys that reveal inefficiencies, rework, and improvement opportunities in real time.

3️⃣ Ennuviz’s Prebuilt Process Mining Solution: CX + ITSM Intelligence in Action

Our prebuilt accelerator integrates with leading ITSM platforms like ServiceNow, Remedy, and BMC Helix, turning operational data into actionable insights within weeks — not months.

Here’s what it delivers:

Process Mapping & Variation Analysis

Automatically reconstructs your end-to-end ITSM processes (Incident, Problem, Change) from event logs — highlighting deviations, rework, and bottlenecks.

Rework & Escalation Analysis

Tracks how often tickets loop through multiple agents, teams, or severity levels — quantifying the cost of inefficiency.

SLA Performance Intelligence

Monitors SLA compliance, mean time to resolution (MTTR), and response patterns to pinpoint where service delays originate.

User Sentiment & Experience Linkage

Correlates ticket data with satisfaction feedback, showing exactly which process steps drive negative experiences.

Resource & Cost Optimization

Aligns workload distribution, identifies underutilized capacity, and helps IT leaders rebalance teams for higher efficiency and lower cost.

Together, these capabilities empower leaders to deliver not just faster service — but better experiences.

4️⃣ Real-World Business Impact

🏬 Retail Industry:
A global retailer reduced IT incident resolution time by 30% and increased first-call resolution by 18% using Ennuviz’s prebuilt solution integrated with ServiceNow.

💳 Financial Services:
A leading bank used our accelerator to eliminate redundant handoffs and automate SLA escalations — reducing rework by 40% and increasing system uptime by 15%.

🏭 Manufacturing:
A global plant operator connected ITSM data with production system alerts — cutting downtime-related incident handling time by 25%, ensuring smoother shop-floor operations.

These outcomes show how service transformation directly translates into customer experience excellence — faster support, fewer disruptions, and improved confidence across stakeholders.

5️⃣ Ennuviz Perspective: Experience Through Process Intelligence

At Ennuviz, we redefine service management as Experience Management in Motion.

Our Prebuilt ITSM Process Mining Solution accelerates transformation by combining:

• SAP Signavio Process Intelligence for visualization and analytics
• IBM Process Mining for anomaly detection and process automation
• UiPath + WatsonX Orchestrate for automated remediation
• Ennuviz Value Diagnostic to quantify ROI from every process improvement

By integrating these capabilities, we enable enterprises to achieve:

• Up to 70% faster time-to-insight
• 5–7× ROI within 90 days
• Continuous improvement through the Execution Intelligence Loop

“At Ennuviz, we don’t just mine processes — we engineer experiences.”
— Murali Krishnan, Founder & CEO, Ennuviz

6️⃣ The Road Ahead: From Process Insight to Autonomous Service

The next frontier is autonomous service delivery — where IT systems sense, learn, and resolve issues without human intervention.

With Process Intelligence, Agentic AI, and Digital Twin integration, enterprises can:

• Predict incidents before they occur
• Auto-resolve recurring service tickets
• Simulate the impact of process changes
• Continuously optimize the user experience

This convergence marks the shift from reactive ITSM to self-optimizing service ecosystems — where customer experience is built into every process.

Conclusion: Make Service the New Experience Differentiator

Every interaction — internal or external — defines your brand.

With Ennuviz’s Prebuilt Process Mining Solution, enterprises can finally connect the dots between service operations and experience outcomes.

Faster. Smarter. Predictable.
That’s what happens when you turn process data into experience intelligence.

“Transformation starts when your processes begin to serve your customers — not just your systems.”

👉Schedule a Demo of Ennuviz’s ITSM Process Intelligence Solution