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How MOL IT & Digital Global Business Services is delivering superior experience in Service Management processes throughout MOL Group “Our internal process analysts and data engineers have mastered the ins and outs of Celonis in a very short time, which enables us to quickly roll out the solution to all divisions and solver groups within GBS IT.”András István Katkó – Head of Group Corporate ITBackground MOL Group is an oil and gas company with over 25,000 employees and $19,6B revenue. MOL IT & Digital GBS is MOL Group’s internal shared services centre, providing services (including IT) to the whole group. Process ITSM Customer Service (Service Desk)~33%Closed aged ticket ratio reduction-50%Response SLA breach-10%Resolution SLA breachImpact and outcomes IT management initiated an IT Service Management improvement program aiming at enhancing processes (Incident Management, Request Management, Change Management, Problem Management & Service Desk operations) and increasing operational efficiency. Celonis was identified as the cornerstone of obtaining single source of truth about strategic KPIs (like SLA adherence, ticket aging, first contact resolution, customer satisfaction, etc.) and the tool for X-raying the processes to find execution gaps and their root causes. Celonis was also employed to support the daily work of middle management and reporting. Continuous data connection to the HP SM9 ticketing system enables GBS IT management to continuously monitor key processes and intervene when necessary. The extensive use of Celonis covers monitoring 20+ KPIs & 80+ different custom analyses. Ready to start your own process mining journey? Or check out our other services.

’Process Mining for improving efficiency and Digital UX’ was the title of our captivating presentation delivered by Csaba Lengyel, a Vialto Consulting managing director, during Digital Transformation 2023 Conference, a prestigious Portfolio event held in Budapest. The topic that attracted a lot of interest highlighted the importance of real-time business process monitoring with Process Mining tools, aiming for Intelligent Process Automation.Brief summary of the presentation: Businesses need to recognize the growing role of digital channels to keep up with customer expectations and needs. Users now expect businesses to provide a seamless online experience, solve problems, and understand and anticipate customer needs. Digital customer service platforms often lack the presence of a personal administrator to manage processes, which significantly reduces customer experience (also known as user experience =UX). In such cases, real-time, end-to-end monitoring of processes would be required in order to reveal and fix bottlenecks and execution gaps. Process mining, an emerging technology that can be applied to all major processes in all industries, can provide the most effective solution. In his presentation, Csaba Lengyel used a case study drawn from an actual experience to demonstrate how process mining tools can be used to streamline customer service processes, suggesting the following steps: identification of anomalies and root causes, real-time intervention based on process analytics and complex process logics, prediction of customer behavior, automated intervention routines, machine learning based prediction of customer frustration, expediting dispatcher work. Would you like to learn more about process mining? Process mining services

We are thrilled to announce that Vialto Consulting has achieved Gold Partner status with Celonis, the world’s leading provider of processmining softwar. This elevated partnership level demonstrates our expertise in implementing Celonis solutions and our commitment to delivering exceptional services and solutions to our clients. As a GoldPartner, we have access to exclusive resources, training, and support from Celonis, enhancing our capabilities to offer our clients even more innovative solutions and insights into their business processes. Our team of experts has extensive experience in leveraging Celonis technology to help organizations optimize their processes, identify inefficiencies, and make data-driven decisions. We are thrilled to have attained Gold Partner status with Celonis and look forward to continuing to work closely with them to help our clients transform their businesses with cutting-edge process mining technology. Our process mining services

We are proud to announce that Vialto Consulting is now an official Consulting & Implementation Partner for ServiceNow—a major milestone in expanding our Service Management Services and enhancing the value we deliver in digital transformation projects. ServiceNow is a global leader in digital workflow solutions, and this partnership allows us to bring its full power to our clients—modernizing service operations, breaking down silos, and turning complexity into simplicity. Why this matters for our clients: Faster, smarter workflows: Automate and streamline key IT and business processes—from incident resolution to change management—freeing up resources to focus on strategic goals. One platform, endless possibilities: ServiceNow provides a centralized, scalable platform for service management, unifying teams and systems across the enterprise. Real-time visibility: With powerful analytics and dashboards, clients gain actionable insights to improve performance, track KPIs, and drive continuous improvement. Future-ready operations: ServiceNow’s flexibility ensures that digital solutions grow with the business—supporting agility and resilience at every stage. Our role as a ServiceNow partner means we can guide organizations through every step of their transformation—offering independent, expert consulting on implementation, development, and ongoing optimization. By combining ServiceNow’s world-class workflow automation platform with our deep process mining expertise in Celonis is enabling us to deliver real, lasting impact through automated, intelligent workflows. From identifying process inefficiencies to implementing smart, automated solutions, our clients benefit from a powerful, end-to-end transformation approach. Together with ServiceNow, we’re not just improving how work gets done—we’re helping our clients reimagine their operations for a digital-first future.Check out the partner list of ServiceNow! Our ITSM services

Celonis is a pioneer in process mining We are delighted to inform our friends and partners that Celonis is named the leader in the first ever Gartner Magic Quadrant for process mining tools. Gartner evaluated Celonis the highest in both completeness of vision and its ability to execute based on its user-friendly, integrated process mining, task mining and automation capabilities. Gartner has recognized the capabilities of Celonis on several previous occasions, but this is the first time the well-known Magic Quadrant for process mining tools has been completed. “With all that’s going on, every organization on the planet has to drive rapid cash impact. Process mining can help do just that. Companies using the technology can rapidly find and capture critical value across their processes, improving the performance of their core business functions.” – Celonis Vialto a Celonis Gold partnere Vialto Consulting, a Celonis partner since 2018, proved the effectivenes of Process Mining well, by having successfully implemented the most such relevant projects in Hungary. Vastly employing Celonis’s cutting-edge technology, we consistently achieved significant improvements in process visibility, efficiency and savings for many of our domestic and a growing number of foreign clients. As a result, in 2023 we were awarded Celonis Gold Partner status, becoming the only such highly recognized Hungarian consulting company! Congrats Celonis!Would you like to learn more about process mining? Process mining services