Conference
Using Process Mining for ITIL Assessment: A Case Study with Incident Management
Proceedings of the 13th Annual UKAIS Conference
— 2008
Key information
Authors:
Published in
April 2008
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.
Publication details
Authors in the community:
Diogo Ribeiro Ferreira
ist24629
Miguel Mira da Silva
ist13948
Title of the publication container
Proceedings of the 13th Annual UKAIS Conference
Location of the conference
Bournemouth, UK
Fields of Science and Technology (FOS)
computer-and-information-sciences - Computer and information sciences
Publication language (ISO code)
eng - English
Rights type:
Only metadata available