TY - CONF A1 - Gerke, Kerstin A1 - Petruch, Konstantin A1 - Tamm, Gerrit T1 - Optimization of Service Delivery through Continual Process Improvement: a Case Study T2 - 40. Jahrestagung der Gesellschaft für Informatik e.V. (GI), Leipzig N2 - In order to deliver services of high quality in a cost-effective manner, processes and their support through information technology (IT) play an increasingly significant role. We present an approach, which allows optimizing the service delivery through continual process improvement. This approach combines the 7-step improvement process recommended by ITIL with process mining. On the basis of suggestions derived from process mining, performance indicators of different services are determined and subsequently compared as part of an internal benchmark. The approach, which will be trialed in practice, enables the optimization of service delivery certainly, but it is also concerned with the most effective utilization of limited resources in terms of people and tools. KW - Service Delivery KW - Process Improvement: KW - ITIL KW - Process Mining Y1 - 2014 UR - https://opus4.kobv.de/opus4-srh/frontdoor/index/index/docId/653 UR - https://nbn-resolving.org/urn:nbn:de:0298-opus4-6537 ER -