Find and remove the bottlenecks slowing your IT service delivery.
ALKHAI helps ITSM teams uncover where incidents, requests, and changes stall — using real ServiceNow, Jira, and service desk event data — and delivers a ranked fix plan with measurable SLA and throughput impact.
Cycle Time (Last 30 Days)
Top Constraints
Built around constraints.
We analyze IT service delivery as it actually runs — from ticket creation and triage to assignment, escalation, and resolution — then isolate the few constraints that break SLAs and drain team capacity.
Ranges shown are typical outcomes observed across operations; actual results depend on process complexity and data availability.
Turn ITSM event logs into as-is service flows—ticket variants, reassignment loops, wait states, and escalation paths.
Rank bottlenecks by SLA impact, agent capacity loss, and customer wait time
Apply automation only where it removes the verified constraint — approvals, routing, handoffs, reconciliations — not everywhere.
What your IT leadership team receives in 30–45 days
These visuals represent the diagnostic outputs we deliver - not a software license or black-box tool.
These visuals communicate what your team gets: clarity, ranked constraints, and a single "start here" path.
See how work actually flows across teams and systems—with variance, rework loops, and wait states highlighted.
Rank constraints by business impact, not opinion. Focus teams on the few fixes that actually increase throughput.
An ITSM Bottleneck Scan — built for CIOs and IT Ops leaders who need SLA relief fast, without platform changes.
Not a transformation program. A data-driven readout that tells you exactly where to act first and why.
- Incident, request, and problem flows
- Assignment and reassignment loops
- Escalations and approval delays
- SLA breaches and backlog aging
- Knowledge reuse gaps
Input: event logs and operational data already inside your systems.
- As-is ITSM process maps (ticket reality)
- Top 3 SLA-breaking constraints
- Quantified agent time loss
- Backlog & wait-time drivers
- 30–60 day execution roadmap
- You run ServiceNow / Jira Service Management
- You’re missing SLAs despite enough headcount
- Tickets bounce between teams
- You need clarity before investing in tooling or automation
- You want a new ITSM platform
- You’re looking for generic “best practices”
- You want automation without diagnosis
How it works
We define scope, ingest event data, and map the process reality.
We identify bottlenecks, rework loops, wait states, and SLA breaches—then rank by impact.
You leave with a prioritized fix list, quantified SLA impact, and a clear “start-here” execution path.
Designed by practitioners who have worked inside IT service delivery, operations, and SLA-driven environments.
ALKHAI vs traditional large-scale ITSM programs
Large ITSM initiatives often start with tooling, dashboards, or broad “transformations.”
ALKHAI starts with flow: We analyze real ticket event data to pinpoint the specific
constraints breaking SLAs—then deliver a ranked fix plan your team can execute immediately.
| Typical large ITSM program | ALKHAI |
|---|---|
| ✕ Platform-first (“standardize on our framework”) | ✓ Constraint-first (“what’s stalling tickets?”) |
| ✕ Broad scope, long timelines, many workstreams | ✓ Fixed-scope scan with clear start-here path |
| ✕ Heavy workshops & interviews to map “as-is” | ✓ Event-log truth: timestamps, queues, variants, rework |
| ✕ Reports/dashboards that don’t change throughput | ✓ Ranked constraints + measurable SLA impact model |
| ✕ “Best practices” applied everywhere | ✓ Targeted fixes only where they remove the bottleneck |
| ✕ Value is hard to attribute (too many changes) | ✓ ROI tied to specific queues, handoffs, and loop drivers |
| ✕ High disruption / organizational fatigue | ✓ Low-disruption: minimal access, fast diagnosis, precise actions |
Note: ALKHAI is tool-agnostic and can work alongside your existing platform and partners. We complement—not replace—your ITSM suite by finding the few constraints that actually move SLA performance.
ALKHAI engagements are led by practitioners with hands-on experience in IT operations, service delivery, and process analysis.
Why ALKHAI before large ITSM programs.
All findings are derived from timestamps, variants, and real execution data - not interviews.
Least-privilege access, NDA-ready, no data extraction outside your environment.
Outputs map to owners, controls, and SLAs so fixes can be executed quickly.
Built to answer the question IT leaders ask every day.
“Where exactly are we losing time — and what should we fix first?”
ALKHAI was built to deliver constraint-first diagnostics using real event data — not frameworks, not assumptions. We focus on pinpointing the few fixes that actually move SLA performance.
Request a Bottleneck Scan.
Tell us about your service desk environment and where performance is slipping. We’ll respond with a scoped ITSM bottleneck scan and a data-focused plan.
We do not sell software licenses or long-term transformation programs.
No platform changes. Read-only access. NDA available. No long-term engagement required. If we don’t find actionable constraints, you don’t proceed.
What to include
Size, ITSM platforms (ServiceNow, Jira, Zendesk, etc.), and stakeholders (IT Ops, Service Owners, SRE, Service Desk leadership).
Incidents, requests, changes, problem management, or a specific IT service workflow.
SLA compliance, ticket cycle time reduction, backlog burn-down, or agent capacity recovery.
Prefer email? contact@alkhai.com Book a 30-minute intro