Process Mining in IT Service Management: A Case Study
The explosion of process-related data in nowadays organizations has raised the interest to exploit the data in order to know in deep how the business processes are being carried out.
To face this need, process mining has emerged as a way to analyze the behavior of an organization by extracting knowledge from this kind of data.
In this paper, we present a case study of process mining in a real IT service management scenario.
We describe an exploratory analysis of real life event logs generated between 2012 and 2015, in four different processes designed within an IT platform.
More specifically, we analyze the way of handling the different requests and incidents registered in an organization.
keywords: Process mining, IT Service Management, Conformance checking, Process discovery
Publication: Congress
1624015040773
June 18, 2021
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The explosion of process-related data in nowadays organizations has raised the interest to exploit the data in order to know in deep how the business processes are being carried out.
To face this need, process mining has emerged as a way to analyze the behavior of an organization by extracting knowledge from this kind of data.
In this paper, we present a case study of process mining in a real IT service management scenario.
We describe an exploratory analysis of real life event logs generated between 2012 and 2015, in four different processes designed within an IT platform.
More specifically, we analyze the way of handling the different requests and incidents registered in an organization. - Borja Vázquez-Barreiros, David Chapela, Manuel Mucientes, ManuelLama, and Diego Berea
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