PROCESS MINING APPLIED
IN PRACTICE - SABRIS
Filip Gontko,Tomáš Janíček, Jakub Kraus
About Sabris
• Founded in 1994 in Czech republic
• Has nearly 250 employees in CZ, SK and RU (Brno, Praha,
Olomouc, Bratislava, Moscow and Ekaterinburg)
• Mostly usesWindows and SAP technologies
• Focused on system integration, shared services
• Provides tech support for its clients
TIM – ticket incident manager
• Support/ticketing online interface built by Sabris
• Two types of tickets: support or development
• Support (SLA): to solve problems of existing software, debug
• Development: to create new feature, change functionality
TIM – ticket incident manager
• Support/ticketing online interface built by Sabris
• Two types of tickets: support or development
• Support (SLA): to solve problems of existing software, debug
• Development: to create new feature, change functionality
Ticket inTIM
Data in SAP
Export to .csv
Preprocessing
Preprocessing (1)
•Timestamp format correction
•Projection (we do not need all the fields)
•Labeling states (we only had codes)
Result
Preprocessing (2): Anonymization
Preprocessing (3): Adding state 0
Case ID Action
Timestamp
Resource
Results
2013
2014
2015
2018
Conclusion
• Productivity is increasing in 2015 and 2016
• Tickets are being created in batches
• Increase in number of employees (top increase in 2014 and 2015)
• Anomalies around Christmas – lower productivity, less or no new
tickets
• Big modification of workflow in 2016 – many new states
• Not all states are used
• Not all states are being archived