Using a specific example within the Telecom industry. The client was monthly manually executing over 15k diagnostics activities on their network and within their datacenters.
The output of the process resulted in 20 different scenarios. Each scenario can have its own follow-up actions. The estimated processing time for each of the individual scenario varied from 3 to 25 minutes. Besides that, the estimated total waiting time related to individuals starting to work on the activities within the diagnostics activity in total was 30-60 minutes.
Combining these both the process time and waiting time resulted in an average delay of 45-60 minutes on every single incident, affecting the service levels with the end clients.
Unfortunately, the activity was also complex due to the amount of teams involved and integration of underlying systems, like CRM, CMDB and network applications. Besides that there was a requirement for special handling based on product and customer .