Analysing behavioral patterns in your IT organization

A unique benefit of the PETE for JSM app is its ability to analyze behavioral patterns in your ITSM processes and recommend corrective measures. And don’t worry—PETE handles both the analysis and the suggestions for you!

One key feature on the PETE Dashboard is ‘Process Pitfalls,’ which highlights behavioral patterns that can be improved. The percentage shown represents the portion of issues in your JSM instance with patterns that PETE has identified as improvable.

Use the global filters to focus on specific projects or apply any other filters you’d like to view.

A lower percentage in ‘Process Pitfalls’ indicates that your organization has healthy behavioral patterns, while higher percentages suggest areas where improvement can be made. This can prompt a drill-down to better understand the specific Process Pitfalls.

Process Pitfalls are categorized into common behavioral patterns observed in IT organizations. For example, when issues are set to ‘Pending’ status right after being assigned to a Team or Expert, PETE refers to this behavior as a ‘Yoga Break.’

Clicking on ‘Yoga Break’ will reveal all the different paths incidents in your organization have taken that display this behavioral pattern. The Activity Map shows the path each incident followed. Every unique path is called a Process Variant, and PETE assigns a unique ID to each one, shown in the Variant ID column.

You can quickly assess the impact of a process variant by checking the ‘% of Total’ column, which shows the percentage of total issues that follow this specific variant. Additionally, the ‘Preventable Cost’ column provides an indicative monetary benefit that could be gained by addressing this inefficiency.

Definition of every process variant is provided below: