Siemens Healthineers uses Celonis for IT Service Management

Siemens Healthineers wanted to improve its IT service management (ITSM) resolution time for its enterprise software applications for its 66,000 employees worldwide. Celonis Process Mining for incident management helped Siemens Healthineers get there and revealed new use cases. 

Siemens Healthineers AG pioneers breakthroughs in healthcare. For everyone. Everywhere. As a leading medical technology company headquartered in Erlangen, Germany, Siemens Healthineers and its regional companies is continuously developing its product and service portfolio, with AI-supported applications and digital offerings that play an increasingly important role in the next generation of medical technology. These new applications will enhance the company’s foundation in in-vitro diagnostics, image-guided therapy, in-vivo diagnostics, and innovative cancer care. 

Insights and Optimization

The IT department of Siemens Healthineers successfully implemented a solution to improve its IT service management (ITSM) resolution time for enterprise software applications. Siemens Healthineers discovered that variants in the process revolving around tickets awaiting supplier feedback were adding 21 days to resolution time.

In addition, the company identified process cases that did not conform to the ideal process model. Non-conforming process had approximately 10 steps per case relative to the 7 steps for conforming cases. For these cases Siemens Healthineers IT recognized potential to simplify its process and significantly reduce work effort. 

In total, the Siemens Healthineers ITSM Incident process mining prototype found 11 improvement opportunities with returns measured in resolution costs, user experience and risk mitigation. The implementation of these opportunities has already started. Daniel Wittmann, Expert Process Mining & Productivity at Siemens Healthineers IT, explained that the prototype accelerated to an operational deployment within 4 months. The new solution now enables the Process Owner Community to better understand & solve bottlenecks in process execution and follow-up on results using up-to-date and objective as-is process metrics.

Scale for Business Value

After evaluating the ITSM prototype and its value potential, Siemens Healthineers IT plans to further accelerate Celonis Process Mining technology to optimize transactions with the business area, business lines and functions, e.g. finance with positive impact for customers and suppliers.

Wittmann said value realization and proof of concepts are in progress and there will be cost avoidance and savings due to “a significant number of use cases in process optimization and systems transformation. Celonis has given us transparency to identify hidden potential in our processes” he added. 

To accelerate the use of Celonis Process Mining, Siemens Healthineers IT intends to increase excellence in process mining to rapidly prototype and apply innovative solutions within a short timeframe.

Larry Dignan

Editor in Chief (former)

Larry Dignan is the former Editor in Chief of Celonis Media. Before joining Celonis, he was Editor in Chief of ZDNet and has covered the technology industry and transformation trends for more than two decades, publishing articles in WallStreetWeek.com, Inter@ctive Week, The New York Times, and Financial Planning magazine.