Celonis and System Support Launch Japan's First ServiceNow ITSM Jumpstart App on Celonis Marketplace

TOKYO, JAPAN and KANAZAWA, JAPAN – April 17, 2025 – Celonis K.K. (Headquarters: Chiyoda-ku, Tokyo; President & Representative Director: Masashi Murase; hereinafter "Celonis"), the global leader in Process Mining and Process Intelligence, and System Support Inc. (Headquarters: Kanazawa City, Ishikawa; President & Representative Director: Ryoji Koshimizu; hereinafter "STS"), today announced the launch of "System Support Analysis Cockpit in ITSM CCPM," Japan's first Jumpstart App for ServiceNow's IT Service Management (ITSM) domain, available on the Celonis Marketplace, Celonis' App Store.

Celonis Marketplace is a digital hub for high-quality, packaged process intelligence apps and solutions designed to help organizations discover value opportunities, generate cash flow quickly, and drive business transformation. The Celonis Marketplace features industry-leading assets, including hundreds of apps, connectors, Action Flows, and other resources developed by Celonis and its ecosystem partners.

Apps developed by partner companies significantly expand the potential of the Celonis Process Intelligence Platform. With apps specialized for specific industries and business functions, customers can achieve value faster and advance the optimization of their operational processes. Celonis believes that such partner-led innovation is key to technology adoption, leveraging their expertise combined with Celonis' technological capabilities to utilize process intelligence across a wider range of areas and drive process optimization.

Understanding domain expertise, in addition to data analysis, is essential to unlock the true value of process mining. Partner companies possess a deep understanding of the business context in various industries and operations. By providing apps based on this understanding, they deliver insights and improvement measures directly addressing customer business challenges.

The newly listed "System Support Analysis Cockpit in ITSM CCPM" on the Celonis Marketplace is designed as a solution for the efficient analysis of "Order Management" and "Inquiry Management" within ServiceNow ITSM operations. This app incorporates extensive know-how gained by STS through its activities as a Celonis partner.

By using the ServiceNow connector provided by Celonis, users can easily connect Celonis and ServiceNow. Simply downloading this app from the Marketplace provides access to essential information for basic analysis, including an overview dashboard for a holistic view, individual screens for detailed examination of specific analysis items, and an explorer for analyzing processes and frequencies. As it eliminates the need to build dashboards from scratch, visualization and analysis can begin within approximately one week.

Figure 1. Overview Screen

Figure 2: Process Explorer Screen

Figure 3: Detailed Analysis Screen

Endorsements

"Partner-led innovation is key to maximizing the power of process mining and enhancing process intelligence. With the Japan-first ServiceNow ITSM Jumpstart App developed by STS, customers can integrate data analysis and business context to realize value quickly. Celonis will continue to expand its ecosystem with diverse partners and support innovative app development, thereby accelerating customer process optimization and business transformation." Masashi Murase, President & Representative Director, Celonis K.K.

"We are truly delighted to release Japan's first ServiceNow ITSM Jumpstart App on the Celonis Marketplace. The apps we provide through the Celonis Marketplace expand the capabilities of Celonis and bring innovative transformation at speed to our customers. System Support considers human resources as the greatest source of business growth, actively investing in talent, and supporting customer business transformation by quickly introducing AI-related services and solutions trending overseas to the Japanese market. The app released today was developed based on our experience supporting concrete transformations using our high tech capabilities and diverse solutions and products. Moving forward, we will continue to leverage our open stance as an independent company and our unique creativity to the fullest, using advanced technology and deep expertise to address customer business challenges and act as a partner in creating the future our customers envision." Ryoji Koshimizu, President & Representative Director, System Support Inc.

Detail Information

Celonis Marketplace: https://marketplace.celonis.com/store/ui/discover Celonis Marketplace STS App Search: https://marketplace.celonis.com/store/ui/search?q=itsm STS Celonis Solution (Japanese): https://www.sts-inc.co.jp/products/solution_celonis-ems.html