this video is part of the process optimization use case Series where we'll focus on different techniques to identify process inefficiencies non-conformant activities and Improvement opportunities now we're only prioritizing an IT incident can have a negative consequence for an organization when it incidents are not correctly prioritized it can lead to a host of problems that may affect business operations customer satisfaction and overall productivity to help mitigate the impact of wrongly prioritizing incidents organizations should establish clear and well-defined incident prioritization processes regular review and Improvement of the prioritization process can contribute to better incident handling and overall organization resilience now we can use process mining on the service.platform to help analyze and improve the prioritization process in this video we'll look at two quick examples first we'll look at P1 incidents that have been downgraded and these priority downgrades could be valid or they could be examples of non-conforming activity within the process and then what we'll do is we're going to reverse that situation and look at incidents where we're losing significant time before we upgrade them and apply the appropriate level of response and resources so in this example here we've actually used priority as our main activity that on the process mining map so you'll notice we're looking at how incidents are moving through the different priorities that have been assigned to them and what we're going to do in this case the first use case of looking at incidents that were prioritized as one and then downgraded this will use our transition filtering capability here to say hey I only want to look at incidents where the priority was initially flagged as one and then was eventually followed by or followed by a priority that's not one so I can set those values and then say apply all chains and that's going to narrow the map down to incidents that were initially prioritized as critical and then I can start looking at where they moved after that prioritization or when they were downgraded and then not only can I see the different paths I can also come over here and start using my breakdown filters to start looking at them by a siren Group which priorities they ended up in or maybe by category and now I can see here that the majority of these incidents that were downgraded were categorized as employee organizations so I can focus in on those and then continue my analysis so that's looking at incidents that were downgraded one thing I'd like to call out is this is very often or I don't want to say very often occasionally you have folks inside of an organization that use the changing of a priority to maybe let's say stop in SLA timers so what we could do here to look at situations and where things were p1s moved out of p1s and then back to p1s to analyze that situation is come in here and say hey I want to look at incidents started as P ones then we're not p1s and then were followed by P1 again and that might be a way to look at things that were like maybe we're changing the priority to game the system a little bit so that's the downgrading example now let's just reverse the flip the the script here um and there's just as much reason to look at incidents in which the priority was upgraded during the process very often these are good opportunities to improve an intake experience to make sure we're asking the right qualifying questions up front to ensure that the urgency and impact information we need is there so we can respond accordingly the first time so what we can do is again same exact thing we did before coming here to my transition filters say okay this time let's say priority is one of let's say low moderate or high and then that's going to be followed by priority is critical in this case though we want to really focus in on things that are we're losing significant time so maybe we want to add a constraint and say you know what I want to look at things in which has taken us more than a day to get things to the correct priority if critical so we'll add that constraint of one day hit apply and then it will narrow it down to these incidents that are going from high and it's taking us four days to get them assigned to a critical priority and just like before right I can start looking at this maybe I want to focus in on it by Channel and say hey why do I have things coming in Via self-service channel that are being wrongly prioritized specifically things that need to be prioritized as a critical incidence and we're losing four days on average for some of them before they get to that critical critical priority so just two different examples of how you can use the transition filters to start doing some digging into the prioritization of Quark inside of your organization now while we use the incident process for these examples you can see I could use these same techniques for any process where prioritization of work takes place thank you very much and very mining everyone