CELONIS LTD

Celonis Execution Management System (EMS) for Healthcare

Celonis EMS enables health and care professionals at all levels to automatically senses inefficiencies in processes and act to correct the underlying cause. Our solution combines process mining and an AI enabled action engine to give front line, management and board level users the operational insight to constantly optimise processes.

Features

• Process Mining
• Process Analytics & Discovery
• Process Automation
• Operational & Analytical Apps
• Task Mining
• Process Benchmarking
• Conformance Checking
• Machine Learning
• Integrated ETL with Standard System and Process Connectors
• Integrated Workflow Capability & RPA Integration

Benefits

• Process Mining automatically reconstructs business processes from system logs.
• Process Discovery enables better understanding of the as-is process.
• Process Analytics identifies process friction and root-causes.
• Operational Apps enable real-time steering to resolve friction proactively.
• Task Mining collects user interaction data to enable better understanding.
• Automated Root-cause Analysis quickly identifies causes of inefficiencies.
• Conformance Checking permits comparison between the as-is and to-be process.
• Machine Learning enables advanced use-cases such as predictive analytics.
• Integrated ETL easily connects real-time data from multiple source systems.
• Workflow Capability creates and triggers workflows when they are needed.

£50,000 a licence a year

• Education pricing available
• Free trial available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at c.mcdonnell@celonis.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

725625746953134

Contact

Colette McDonnell
07956025853
c.mcdonnell@celonis.com

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: N/A
• System requirements:
  • Process Mining requires transactional system logs.
  • Any transnational system is supported (ERP, CRM, ITSM etc)

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: As part of the Celonis support services, you will benefit from free access to the Celonis Service Desk Portal. Our system engineers are familiar with the common challenges organizations face when deploying Celonis software and can quickly diagnose issues you are facing. The service times are between 9 am–5 pm (CET, EST, PST). Celonis premium support includes unlimited phone and email access to the support team on a twenty-four-hour, seven days a week basis. You can elect Celonis Premium Support for an additional fee.; For more information: https://assets.ctfassets.net/zmrtlfup12q3/3FqVHbjRS6TXfkjYdAYxwQ/083f1b998348233c303e28eb7240534d/Service_Description_for_Celonis_Support_Services__March_2022_.pdf
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Web chat
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: Our web chat launches when you visit the website, and you can also contact us here (https://www.celonis.com/contact/). Every office location is also listed, alongside a local email and phone number.
• Web chat accessibility testing: Will be conducting in 2022
• Onsite support: Onsite support
• Support levels: We have three layers of onsite support: Account Executive: Commercial owner for the account who can resolve any issues relating to billing, contracts, or other commercial queries. Customer Success Manager: There to resolve any other issues relating to your account, and also manages the renewal. Day to day contact. Professional Services Manager: This is a paid-for resource that can run strategic programs for our customers.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Celonis has a number of ways of on-boarding new customers. Every customer gets a Customer Success Manager, an Account Executive, and a Solutions Engineer as part of their team. All three of these functions are present throughout the on-boarding which includes technical & business training. We also have an extensive range of online training videos, online workshops, and user documentation that our customers can use to get up to speed with Celonis.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: On termination of Your Subscription or this Agreement for any reason, You shall cease to access or use the Cloud Service and the Documentation and copies thereof and, at Your choice, either (i) destroy any produced copies of Documentation and certify such destruction to Us in writing; or (ii) return these items to Us. Where required by applicable law, You are permitted to keep a copy of the required items for Your archiving purposes.
• End-of-contract process: Your Subscription commences on the effective date specified in the Order, but in no event later than the date You accept the Order and are given initial access to the Cloud Service. Your Subscription continues for the Initial Subscription Term and unless otherwise stated in the Order. Thereafter, it automatically renews for successive periods of 12 months (each a “Renewal Term”) unless a party gives 30 days’ prior written notice to the other party of its intention not to renew the Subscription.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The usage of responsive design in the web application supports access on all mobile devices and highest visibility.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AAA
• Description of service interface: Celonis has a simple interface that is built to be used by anyone from a data scientist to a typical business user. Drag-and-Drop: Elegantly simple drag and drop user interface creation means everyone can make powerful process insights. Action: Action Engine, built for the business user, allows insights to flow directly to process improvement actions.
• Accessibility standards: WCAG 2.1 AAA
• Accessibility testing: N/A
• API: Yes
• What users can and can't do using the API: There are various methods to get data into Celonis, including through our Data Push API. The data push API provides an easy way to transfer data into the Intelligent Business Cloud. For pushing data, Celonis currently uses microbatching. Instead of inserting either huge chunks all at once, or inserting record by record, data meant to be pushed into the platform is structured into these so-called "microbatches." As an exchange format, the commonly used Parquet or CSV file format is used. The API provides an easy way of creating, executing, and monitoring microbatch jobs. After the data is available in the system, you can transform, analyze and work with it in the same way you would with a Celonis-provided extractor. Limits There is a 1 GB data limit on each data chunk. In general, it makes sense to split up data in smaller chunks which are significantly smaller than 1 GB. For a push job as a whole which can contain multiple chunks there is no data limit. Moreover, the API to submit a push job is rate limited on a team basis: 10 requests/second 250 requests/hour - The interval starts at the full hour (UTC based).
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Celonis is designed to be completely user-friendly and intuitive. Building new and tailored analyses is done by dragging-and-dropping a selection of the 30+ available out-of-the-box components onto an empty analysis sheet. Some common component types are: process explorer, variant explorer, throughput time search, OLAP tables, histograms, column charts, single KPI's, drop down menus, pie charts, donut charts, pivot tables, box plots, world maps, scatter and bubble plots and line charts, search buttons, click buttons and date components. After having added a component to the sheet, the components can easily be configured and customized using the visual settings editor and the visual editor to configure the desired KPIs. Carefully chosen defaults and standard representations guarantee the optimal representation of any process in Celonis. Nevertheless, the customization of all components and aspects of an analysis is possible within Celonis. From freely choosable colors to completely free arrangeable components, Celonis analyses can be customized to all customer needs within seconds. With easy-to-use configuration settings changing colors, and appearance is only one click away. The customization of the Celonis components is fully optimized for usability and no previous knowledge or coding is required to fully utilize them.

Scaling

• Independence of resources: Celonis employs a number of techniques such as load balancing and horizontal scalability to handle load on the platform. Certain components of the platform are executed using guaranteed hardware resources to ensure performance isolation. ; Application Performance Monitoring and automated analysis is employed to detect and assist resolving performance issues across all application services.

Analytics

• Service usage metrics: Yes
• Metrics types: Uptime, Data Usage, User Audit Logs, Error Logs
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Developed Vetting (DV)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
  • Other locations
• User control over data storage and processing locations: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Other
• Other data at rest protection approach: All data at rest are encrypted with AES-256.; Our Cloud Service providers comply with security standards, controls and requirements as set out in ISO 27001:2013 and in respect of the technical hosting of the Cloud Services.; Both AWS and Microsoft Azure possess certified compliance with all relevant industry standards, e.g. ISO/IEC 27001:2013, 27017:2015, 27018:2014, and ISO/IEC 9001:2015 and SOC 1 and 2.; Audits for those reports are conducted in accordance with both the SSAE 16 and the ISAE 3402 professional standards. Furthermore, their Data centers are compliant with ISO/IEC 27018:2014.
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: All results and tables in Celonis can be exported as XLSX, CSV, PNG or PDF. This functionality can berestricted based on security configuration.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • XLSX
  • PNG
  • PDF
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • XLSX
  • SAP HANA
  • Oracle DB
  • MS SQL

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • Other
• Other protection between networks: All data transferred to the EMS is always encrypted via HTTPS using TLS 1.2 or higher.
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • Other
• Other protection within supplier network: All data in transit is encrypted using TLS 1.2 and all data at rest is encrypted using AES-256. In addition, Celonis deploys an IDS in the network of the proof of concept. Monitoring on application, database, and network levels is performed. The database is protected using multiple layers of defense: Database permissions, App Database Access only using ORM and prepared statements, Validation, and schema-checking of user-supplied input, Firewall filtering using OWASP CRS for SQL Injection Prevention.; ; For more information regarding our Security controls please check our Trust Center: https://www.celonis.com/trust-center/

Availability and resilience

• Guaranteed availability: We will use commercially reasonable efforts to provide you access to the Cloud Service of the Celonis Execution Management System on a twenty-four hour, seven days a week (24x7) basis at an uptime rate of 99.5 % calculated monthly. ; ; More information for our SLA please visit the document: https://assets.ctfassets.net/zmrtlfup12q3/2ETyxjIs0vpYKNLlkl2BEJ/e822c24bbfb8ee9dbeddb542ef69aef6/Service_Level_Agreement_for_Celonis_Service_Offerings__May_2021_.pdf
• Approach to resilience: Please check our whitepaper regarding resilence at Celonis, Backup and Recovery section here: https://assets.ctfassets.net/zmrtlfup12q3/5pulnEa5tJJl5yxtZKtz46/d4f9fab652a61952f7ae0737dc36bca9/20210614-DELIVERING_PERFORMANCE__SCALABILITY__AND_AVAILABILITY.pdf
• Outage reporting: Celonis provides information on the Cloud status which is accessible via https://status.celonis.cloud/.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Once you have established control over who can login, you can customize each user’s access and permissions. Access permissions provide guidelines as to how a user interacts with objects within Celonis.; ; For more information regarding our Access Controls please visit our whitepaper: https://assets.ctfassets.net/zmrtlfup12q3/4KlBYPe55nzSpUOoL2g8iI/50c782c385c9659eed867b9aaef07d5a/20210614-BuiltIn-Security-Features-of-EMS.pdf
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Certification & Information Security Services - https://www.celonis.com/pdf/iso-27001-2015/
• ISO/IEC 27001 accreditation date: 09 March 2021
• What the ISO/IEC 27001 doesn’t cover: The entire Celonis service and product offering is covered by ISE/IEC 27001.
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 07/11/2019
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: The entire Celonis service and product offering is covered by CSA STAR.
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications:
  • ISO 9001:2015
  • GDPR Compliance
  • TISAX
  • SOC 2
  • ISO 27001
  • ISO 27701
  • CSA STAR

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • CSA CCM version 3.0
  • ISO/IEC 27001
  • Other
• Other security governance standards: Celonis is CSA Star Compliant here: https://cloudsecurityalliance.org/star/registry/celonis/services/celonis-ems/
• Information security policies and processes: Our security program is aligned with ISO 27000 Standards and industry best practices in order to keep all information and data safe. The focus of our security program is to prevent unauthorized access to customer data, take exhaustive steps to identify and mitigate risks, implement best practices, and constantly develop ways to improve. In order to achieve this, we regularly review and update security policies, provide security training, perform application and network security testing, monitor compliance with security policies, and conduct internal and external risk assessments.; Our approach is to combine the most accepted standards — like ISO 27001 — with compliant Celonis security measures geared to the specific needs of our customers’ businesses or industries

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: The Celonis change management procedure defines the lifecycle management of change activities, including, but not limited to, coordination of changes, categorization, management of change approvals and management of change implementation (deployment), and review of the changes. All changes are implemented following the four-eye principle.; ; The scope of the change management procedure addresses any change that impacts the production environment. This includes productive customer instances, backup systems, monitoring, network, and data center infrastructure. The procedure addresses coordination and approval of changes. The procedure provides a consistent methodology for requesting, classifying, authorizing, tracking, and reporting changes.; ; Full details provided on request.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: For the Celonis IBC Security Patches / Hot fixes are applied immediately; We are dedicated to keeping the entire technology stack up to date. Security updates are triggered by the suppliers of the individual systems and a regular security review ensures all systems are kept up do date. We follow the recommendations of third party providers such as Microsoft for the underlying OS layer and Oracle for Java environment and adopts the criticality level.; ; The customer is notified in a timely manner of any perceived risk that has not yet been mitigated against such that appropriate actions can be taken.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: The Incident Management teams of our cloud vendors (AWS and Microsoft Azure) employ industry-standard diagnostic procedures to drive resolution during business-impacting events. Staff operators provide 24x7x365 coverage to detect incidents and to manage the impact and resolution.; ; Celonis itself has a formal business continuity policy that defines exact responsibilities for business continuity management in accordance with ISO27001.; ; Alarms are configured to automatically notify operations and management personnel when early warning thresholds are crossed on key operational metrics.
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: Celonis´ incident response plan is in alignment with ISO 27001 and laid out in the Incident Management Procedure Policy.There is a Trust Center Page that is accessible online via Celonis´ homepage. There, the live status of the cloud can be retrieved. In addition, to provide information related to security incidents or other security-related issues, our customers can subscribe via email to security-incident@celonis.com providing contact details (email address and telephone number) of the contact person best suited for this matter in order to receive such news and updates (if applicable).

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

• Connection to public sector networks: No

Social Value

• Fighting climate change:

  Fighting climate change

  One of our five founding values is "Earth is Our Future"; ; We believe in doing business that is good for people and the planet.; We put our technology into the hands of those who will use it for good - through our Academy and nonprofit programs. We help our customers make their processes more sustainable and less wasteful. We’re committed to running our company in an environmentally sustainable way. Because, we are doing our part to ensure a better future for all.
• Covid-19 recovery:

  Covid-19 recovery

  As part of Our Delivery, we will ensure that our staff, suppliers and customers benefit from economic impact of our actions. ; ; In addition, we will adhere to the latest government regulations and requirements. An example of our impact is here: At the early onset of the global pandemic, my team and I kept hearing the same thing from our customers: “We are struggling to function as a business right now. Our supply chain is in upheaval.” I thought - this is not just affecting Celonis but majorly impacting our customers. ; ; But we can help with our technology. That night, putting my solution engineering skills into play and using our demo environment, I built an analysis that speaks to the problems our customers are having - drilling down on supply chain reliability. The next day, I shared the recorded demo with my team, a handful of BDRs, sales reps, and solution engineers, and it went viral internally. In less than a week, an entire team of Celonauts came together to design apps, build additional use cases and demos, and create useful content to launch our COVID-19 Customer Care Program. We rolled out three free apps for our customers and non-profits focused on what’s most critical - Cash Preservation and Supply Chain Reliability. Our response to COVID-19 was an opportunity to leverage our technology for good in a time businesses need it most.
• Tackling economic inequality:

  Tackling economic inequality

  We are committed to tackling economic inequality.; ; It is why we created the Celonis Aspire Program. We believe in equal opportunities and in the power of education to pursue one's dreams. And equal education starts with equal access. We want to combat educational inequality by removing financial barriers and turning educational dreams into real opportunities.; ; It is also why we created the Celonis Academy. We believe in educating our youth as the next generation thought leaders in data and process science. We launched the Celonis Academic Alliance in partnership with the world’s leading universities and schools to empower and encourage the process miners of tomorrow. Here, we facilitate learning and experiencing the power of Process Mining across the globe. ; ; We are building bridges through education — offering free software access and a variety of learning and teaching materials like case studies, e-learning certificates, guest lectures, and workshops. To date, we have over 30,000 academic users, we partner with 200 universities, and have supported over 600 classes.
• Equal opportunity:

  Equal opportunity

  We are committed to tackling economic inequality.; ; It is why we created the Celonis Aspire Program. We believe in equal opportunities and in the power of education to pursue one's dreams. And equal education starts with equal access. We want to combat educational inequality by removing financial barriers and turning educational dreams into real opportunities.; ; It is also why we created the Celonis Academy. We believe in educating our youth as the next generation thought leaders in data and process science. We launched the Celonis Academic Alliance in partnership with the world’s leading universities and schools to empower and encourage the process miners of tomorrow. Here, we facilitate learning and experiencing the power of Process Mining across the globe. ; ; We are building bridges through education — offering free software access and a variety of learning and teaching materials like case studies, e-learning certificates, guest lectures, and workshops. To date, we have over 30,000 academic users, we partner with 200 universities, and have supported over 600 classes.
• Wellbeing:

  Wellbeing

  At Celonis, we are committed to the Wellbeing of our staff, suppliers and our customers. ; ; At Celonis, employees should feel at home, valued and seen. We therefore encourage and support our employees to form employee groups and communities to exchange ideas and experiences, mentor each other, learn and develop projects. Examples include our global Women@Celonis initiative, Pride@Celonis or Diversity@UK office.; ; At Celonis, our mission is to build sustainable momentum in three key areas:; - We leverage our technology for good and create impact through innovative solutions that help our customers and our ecosystem achieve more outcomes from less resources.; - Through our education programs we democratize skills and create opportunities that strengthen the next generation and global communities as we strive toward a better future.; - Our Celonis Team is a diverse and inclusive workforce dedicated to campaigning sustainability and living our values every day.

Pricing

• Price: £50,000 a licence a year
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Celonis launched Celonis Snap, the world’s first free and open process mining platform in 2019. Sign up in minutes with your email address. Then you can immediately load up to 500MB of data from a flat file, or use built-in connectors to common systems like ServiceNow.; ; Link: https://assets.ctfassets.net/zmrtlfup12q3/4B7RD7E9jOagdr67psyTHz/7dac655ed68f15bcb7a3bfcd5aa52ff7/Celonis_Product_Description_Snap_and_Snap_Plus_March2022.pdf
• Link to free trial: https://www.celonis.com/solutions/celonis-snap/

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at c.mcdonnell@celonis.com. Tell them what format you need. It will help if you say what assistive technology you use.