An increasing number of organizations have been analyzing and improving their ITIL (information technology infrastructure library) process using advanced process mining techniques. Typically, ITIL process consists of several subprocesses such as Interaction → Incident → Change management. Although we admit that it is helpful to analyze its subprocesses separately, we strongly believe that understanding and analyzing it in its entirety can provide more insights for improvement action and serve as a stepping stone for addressing the given three questions regarding the effects of Change implementations. Therefore, before answering the three questions, we analyzed the ITIL process in its entirety and found several interesting results (our creativity challenge). To preprocess and analyze more than a million of events, we used a variety of data analysis techniques and powerful tools such as Disco, Weka, Oracle DBMS. We offer evidence-based answers to the questions and demonstrate the potential benefits of process mining and other data analytics-based understanding and analysis of ITIL process. Finally, concluding remarks and recommendations for improvement are discussed.