Using Process Mining for ITIL Assessment: A Case Study with Incident Management

Abril 2008

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.

Autores da comunidade :

• 

  D

  Diogo Ribeiro Ferreira

  ist24629

  Afiliações e fontes

  IST > DEI

  Departamento de Engenharia Informática

• 

  M

  Miguel Mira da Silva

  ist13948

  Afiliações e fontes

  IST > DEI

  Departamento de Engenharia Informática

Proceedings of the 13th Annual UKAIS Conference

Bournemouth, UK

computer-and-information-sciences - Ciências da Computação e da Informação

eng - Inglês