No more ticket overload and repeat incidents with Process Mining & AI

1 Introduction

Endless queues of unresolved tickets? Repeated system failures dragging down productivity? Intellifold’s Incident Management solution targets repetitive incident types, rework loops, reopen rates and process bottlenecks, so your IT team can focus on innovation and not firefighting.

2 Process Challenges

Prolonged incident resolution cycles and frequent rework drain IT resources, frustrate end-users, and disrupt business operations. Incomplete insights into root causes lead to repeat issues, high escalation rates, and SLA breaches that damage productivity and customer satisfaction. When you’re buried in tickets without a clear path forward, morale plummets. Existing reports don’t reveal the root-causes for process bottlenecks and risks leaving you with blind spots and difficulty to action recurring issues.

✖️ Expensive outages: while business disruptions might be less frequent with modern monitoring, complexity, impact, and cost of incidents has increased.
✖️ Repeat incidents due to a lack of post-incident reviews, stalled investigations, or missing actions to effectively address recurring patterns.
✖️ SLA breaches that damage productivity and customer satisfaction, and impact mandatory reporting and follow-up (e.g. CPS 234/230 regulations).
✖️ High escalation rates and coordination chaos with strong user dependencies, unclear roles, and late stakeholder updates.

The result? Poor customer service, frustrated IT teams, and increasing costs.

Traditional BI tools only scratch the surface, failing to reveal the root causes of inefficiencies and non-compliance, and they do not support improvement actions and continuous monitoring.

Fragmented and complex data across systems creates blind spots, making it impossible to track cross-departmental processes effectively, or to clearly measure the impact of improvement initiatives.

Unaddressed process bottlenecks and control failures lead to significant operational risks, rework, unnecessary costs, and lost revenue.

3 Get X-ray vision

Think of Intellifold as the X-ray across your IT service processes, the one place to see, decide and act across the entire incident lifecycle: detect → triage → mitigate → communicate → review. With transparency across processes, systems, and users, in real-time, so you can act where it counts.

With real-time alerts to highlight issues before they escalate, and predictive analytics help you stay one step ahead of potential bottlenecks and unwanted outcomes. Your teams can streamline workflows, reduce reopen rates, and proactively solve the underlying causes of incidents. Faster resolution times, fewer disruptions, and stronger SLA compliance—all powered by actionable insights and AI-driven recommendations

You’ll get:

• Full transparency: Spot patterns in resolution times, incident types, and team performance. Track priority levels, impact, and escalation paths.
• Unified timeline: that auto-stitches from monitoring, logs, tickets, CI/CD, and vendor comms. Every handoff, missed step, and rework in real-time.
• Faster resolution times: coordinate faster, cut hand-offs, and pick up recurring patterns with proven fixes. See what changed, when, and by whom.
• Fewer disruptions: reduce irrelevant alerts and prioritise by impact; teams spend time fixing, not chasing. Predictive analytics to timely intervene.
• Lower reopen & escalation rates: Solve problems right the first time to limit repeat work and improve customer satisfaction.
• Stronger SLA compliance: enforce standards and have regulation and SLA compliance in place and evidence at hand.
• Better resource allocation: Free up IT teams for higher-value projects instead of endless triage.

Process Mining for total process clarity

Gain real-time visibility into every process step, bottlenecks or inefficiency. Our solutions deliver the insights for continuous improvement and compliance.

AI-powered analyses and process improvement

Use AI-driven analysis, ML and alerts to reduce risk, and automate workflows. Transform your operations with data-driven decisions and measurable results.

4 Implementation steps

• Discover & Assess: Book a call with us to discuss your unique process challenges, compliance needs, and success metrics.
• Implement & Deliver: We connect your source systems, create a first solution, and refine based on your feedback.
• Support & Improve: We provide training, implement continuous monitoring, support process improvement and measure ROI.

5 Results to expect

✔️ Faster resolution ✔️ Reduced repeats ✔️ SLA compliance✔️ Improved experience (customers & staff)

With Intellifold, your service management and technical teams, as well as your risk & compliance officers will gain:

6 Why Intellifold

7 Common concerns

“We already have BI and reporting tools, why add Process Mining?”
Process Mining uncovers root-cause inefficiencies that dashboards and standard analytics miss.

“We have an internal analytics team that does this”
Perfect, we like working with them and show the impact. Our services are flexible and internal capability can speed up delivery.

“Will it work well with our systems?”
‍Yes, Intellifold seamlessly connects with most service support systems through API, database, warehouse, or custom connectors.

“Will our team adapt easily?”
Our hands-on training and continuous support drive confident adoption and effective actions for process improvement.

“What about data security?”
We’re SOC2 Type II certified and have rigorous data governance and security controls. See our Trust Center for details.

8 When this might not work

While Intellifold delivers strong value for organisations with complex, high-volume, data-rich workflows, it's less suitable if:

• There's no event data to mine: If your process isn’t supported by systems that capture process data, we won’t be able to analyse workflows effectively.
• Transaction volumes are too low: Our insights rely on patterns in enough transactions or complex steps to identify issues and inefficiencies.
• Lacking stakeholder support: Real transformation starts with stakeholder support and the organisational readiness to act on insights gained.

If above applies, you may not realise the benefits of Process Mining & AI. Otherwise, we guarantee measurable improvements.

9 Our committment to you

• Our Guarantee: You will gain full transparency into your processes and achieve your first measurable improvement within the first 90 days, or we’ll keep working with you at no extra cost. We stand by our solution’s impact and the value for your business.
• Hands-On Partnership: From day one, we work side-by-side with your process and IT teams from strategy to training. We’re with you every step, making sure the solution fits your needs and your people are enabled to use it effectively.
• Security Assurance: Intellifold is SOC2 certified, and we adhere to rigorous data protection standards and policies.

10 Ready to transform

Resolve issues faster, proactively prevent recurring problems, and show resilience, with the evidence executives and regulators expect.

Book your 30-minute assessment today, and discover how Intellifold can help you improve your IT operations.

✔️ Free Assessment & Trial Period ✔️ Tailored Solution & Setup ✔️ Dedicated Training & Support ✔️ Process Improvement Guarantee

Intellifold — Your partner in Process Mining & AI. For better processes, improved efficiency, and empowered teams.
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