TY - JOUR A1 - Mager, Christian T1 - Analysis of Service Level Agreements Using Process Mining Techniques JF - FHWS Science Journal N2 - Process Mining offers powerful methods to extract knowledge from event logs. These event logs can be recorded by any process aware information system and must not conform to a particular format. The main contribution of this paper is to show how Process Mining can be used to analyze the time perspective of processes determined in so called Service Level Agreements (SLA). In terms of processes determined by SLAs, the processing time is extremely crucial. Frequently, delays in processes lead to SLA violations. Therefore, the Process Mining based approach in this paper goes beyond SLA monitoring techniques which simply display the correct execution of a process. In contrast to SLA monitoring, already executed processes can be analyzed from a service provider perspective. The paper describes the creation of an integrated process model which supports a fine-grained investigation of the time perspective. Moreover, this model helps to identify time related bottle-necks in these processes. All Process Mining techniques necessary to create the integrated process model are explained based on a prototypical implementation. The main benefit of this approach is to support a continuous improvement of the quality of service as claimed in ITIL. KW - Process Mining KW - Process Model Discovery KW - α-Algorithm KW - Time perspective KW - ITIL Y1 - 2014 U6 - http://nbn-resolving.de/urn/resolver.pl?urn:nbn:de:bvb:863-opus-512 VL - 1 IS - 1 SP - 49 EP - 58 CY - Würzburg ER -