Uncovering the Hidden Pitfalls of IT Service Management

Every IT leader has a game plan, one that looks perfect on paper. Systems hum along smoothly, incidents are resolved quickly, and teams meet service-level agreements (SLAs) without a hitch. But reality, as any seasoned consultant knows, rarely plays along. In practice, processes fall apart, delays creep in, and agents spend more time firefighting than improving operations. The issue? What leaders think is happening within their operations often isn’t what’s happening at all.

For consultants advising on IT service management (ITSM), this gap between theory and reality can become a black hole, sucking up time, money, and morale. Traditional methods—workshops, interviews, and audits—scratch the surface but rarely uncover the messy underbelly of day-to-day operations. To truly understand what’s dragging performance down, you need a more powerful approach. That’s where process discovery comes into play. By analyzing real-time data through tools like process mining and task mining, consultants can reveal inefficiencies, bottlenecks, and compliance risks that would otherwise remain invisible.

In one engagement with a global client, this hybrid approach—combining our consulting expertise with process intelligence—exposed critical ITSM breakdowns. The data didn’t just confirm what we suspected; it uncovered surprising inefficiencies that were deeply embedded in the client’s workflows. These insights ultimately laid the foundation for transformational change.

The Silent Killers of IT Performance

Even the best-intentioned IT teams struggle with common challenges. Delays in incident resolution, opaque workflows, high operational costs, and inconsistent compliance are all too familiar. But the root causes of these problems are not always obvious. In our client’s case, we found that incidents were frequently delayed, not because of individual mistakes, but because multiple teams were involved in resolving each issue. Each handoff added friction, and delays were especially acute during weekends, when staffing was thinner. The result? SLAs were missed, and resolution times ballooned unpredictably.

Meanwhile, process visibility was another significant issue. Leaders believed they had a clear picture of how change requests and incident resolutions flowed through the organization, but the reality was far more complex. The data revealed undocumented process variants—alternate ways of handling critical incidents that had evolved organically over time. These variants weren’t just inefficient; they also exposed the company to compliance risks by deviating from standard procedures.

On top of this, operational costs were climbing. Agents were tied up with repetitive, manual tasks like logging tickets and reassigning requests, draining time and energy that could have been spent on higher-value work. One of the more surprising discoveries was how frequently agents performed redundant validations on change requests. What looked like a well-defined process on paper was, in practice, a time-consuming bottleneck involving multiple people performing nearly identical tasks.

Adding to these challenges was the inconsistency in process compliance. While some agents followed the documented procedures, others used personal workarounds, resulting in uneven service delivery. In several cases, escalation protocols were skipped entirely, exposing the organization to significant operational risks. Documentation was another weak point. Incomplete or missing records for resolved issues made it difficult to diagnose recurring problems, further contributing to delays and inefficiencies.

And perhaps the most frustrating discovery? The client was missing prime opportunities for automation. Routine tasks—such as password resets—were still being handled manually. Agents spent valuable time copying and pasting information between systems, and SLA reminders were sent by hand instead of being automated. These were textbook automation candidates, but without the right insights, they had gone unnoticed.

How Process Discovery Unlocks True Performance

In many consulting engagements, leaders assume that the problems lie with individual teams or bad habits. Process discovery forces everyone to look deeper. It offers a bird’s-eye view of workflows, highlighting not just what tasks are performed, but how they move through an organization in real time. With this level of insight, you can see where processes diverge from their intended path and pinpoint where bottlenecks emerge.

In our client’s case, process discovery didn’t just confirm a few hunches—it provided a comprehensive map of their ITSM operation. We saw exactly where tasks were getting stuck, where manual work was piling up, and where the greatest risks lay. By combining these insights with our consulting expertise, we helped the client identify specific areas for improvement.

One of the first steps was to automate routine tasks. Password resets, ticket reassignments, and status updates were automated, drastically reducing the agents’ workload. We also used process modeling to streamline workflows and cut out unnecessary handoffs. With fewer reassignments and standardized resolution paths, incidents moved faster through the system.

To address compliance issues, we introduced best-practice workflows across all teams. This ensured that everyone followed the same processes, reducing both compliance risks and operational variability. We also implemented real-time monitoring dashboards using process mining tools, giving leaders visibility into performance metrics and SLA adherence at any moment. Armed with this data, managers could proactively address issues before they spiraled into major disruptions.

Finally, task mining insights revealed additional opportunities for automation. Agents who had been bogged down with repetitive work were now free to focus on more meaningful tasks, boosting morale and performance.

The Results: Turning Insights into Tangible Value

The impact of these changes was immediate and measurable. Incidents were resolved faster, and SLA breaches became the exception rather than the norm. By automating repetitive tasks and streamlining workflows, the company reduced operational costs significantly. Compliance risks diminished as standardized procedures were enforced across teams, making audits smoother and less stressful.

Perhaps most importantly, agent productivity soared. With routine tasks off their plates, agents were able to engage in more strategic activities, improving both their job satisfaction and overall service quality. In a business environment where talent retention is as critical as operational efficiency, this was a win on multiple fronts.

The Consultant’s Edge: Insights, Not Assumptions

For consultants, the lesson is clear: stop guessing and start discovering. Interviews and audits provide valuable context, but they’re only part of the puzzle. To uncover what’s really holding an operation back, you need data-driven tools that reveal the truth about how work flows through an organization.

Process discovery offers a powerful combination of hard data and human expertise. It bridges the gap between what people think is happening and what is actually happening, giving consultants the insights needed to design solutions that deliver lasting value.

At the end of the day, ITSM challenges will always exist—but with the right approach, they don’t have to derail operations. By embracing process discovery, consultants can help clients unlock efficiencies, reduce costs, and create IT environments where teams thrive.

It’s time to move beyond assumptions. The real work begins when you start uncovering the truth.