Article2008

USING PROCESS MINING FOR ITIL ASSESSMENT: A CASE STUDY WITH INCIDENT MANAGEMENT

Diogo R. Ferreira · Miguel Mira da Silva

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Business Process Modeling and Analysis Information Technology Governance and Strategy Software System Performance and Reliability

Abstract

The ITIL framework is the best known set of best practices for managing IT services. In this paper we introduce process mining as a useful technique for assessing whether a business process is implemented according to ITIL guidelines. We evaluated our approach using a real-world case study in an IT vendor developing a complex software platform. The company receives thousands of requests (including bug reports) that can be treated as ITIL incidents. Using process mining, it was possible to extract the behaviour of the existing process and compare it with ITIL Incident Management.

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References

2004Workflow mining: discovering process models from event logs 2007Conformance checking of processes based on monitoring real behavior 2003Workflow mining: A survey of issues and approaches 2007Economic consequences of the Sarbanes–Oxley Act of 2002 1998Mining process models from workflow logs 2003Process mining: a research agenda 2007Genetic process mining: an experimental evaluation 2005Discovering Social Networks from Event Logs

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