Metricus and Process Analytics Factory

Strategic Partnership for Process Mining in IT Service Management


Sydney, Australia, June 29th, 2018 – Metricus,, experts in transforming Service Management data into value-add data analytics, has partnered with the Process Analytics Factory,, a world leader in Process Mining, to develop a leading-edge process mining solution for Service Management, initially focussed on ServiceNow.

AI Process Insights for ServiceNow, combines the data expertise of Metricus, the technology of PAFnow, with Azure Machine Learning and Power BI; the result is the most functional, cost-effective offering to analyse and optimise service management processes.

Process Mining applied to ServiceNow allows organisations to reduce costs and improve service delivery by…

…eliminating inefficient and costly variants to standard processes
…measuring and improving the performance of workgroups and assignees.
…proactively adapting processes in alignment with SLAs and customer expectations.
…by ensuring compliance with best practice service management processes.
…tracking process metrics to guide continual service improvement.

Metricus CEO Ian Bradley says: “Our solution combines the Metricus expertise in transforming service management data, the PAFnow process mining technology and Microsoft Power BI. This results in a clear value proposition at a significantly lower price point than other Process Mining or Performance Analytics solutions in the ServiceNow domain. And not only do our customers leverage the process mining capabilities, but also the value-add of having a comprehensive Power BI solution for analysing ServiceNow data.”

“Experiencing the use of PAFnow outside the traditional finance and purchasing processes is great. For us and other partners, Metricus is an excellent example for developing their own IP based on our technology. Metricus has demonstrated just how easy it is in IT service management and how quickly it can create valuable solutions for our customers,” adds Executive VP Boris Cordes, responsible for PAF’s partner business.

A screencast of AI Process Insights for ServiceNow is available at

Flexible pricing is available including per project, focused on improving a defined set of processes over a 2-3 month period, or yearly subscriptions, providing a full suite of process mining models and performance metrics enabling continuous service improvement.


Further details of the benefits of process mining applied to service management refer

If you’d like additional information, or are interested in a proof of concept, please email or