@incollection{GerkePetruchTamm2010, author = {Gerke, Kerstin and Petruch, Konstantin and Tamm, Gerrit}, title = {Continual Process Improvement Based on ITIL and Process Mining}, series = {Quality Management for IT-Services}, booktitle = {Quality Management for IT-Services}, editor = {Praeg, Claus-Peter}, publisher = {IGI Global}, address = {Hershey}, publisher = {SRH Berlin University of Applied Sciences}, pages = {145 -- 167}, year = {2010}, abstract = {The inherent quality of business processes and their support through information technology (IT) increasingly plays a significant role in the economic success of an organization. More and more business processes are supported through IT services. In order to provide IT services with the required quality and at minimum costs, the importance of effective and efficient IT service management (ITSM) processes is crucial.}, language = {en} } @article{GerkeTamm2009, author = {Gerke, Kerstin and Tamm, Gerrit}, title = {Qualit{\"a}tsmanagement zur Steuerung von IT-Prozessen auf der Basis von Referenzmodellen und Process Mining}, series = {HMD Praxis der Wirtschaftsinformatik}, volume = {46}, journal = {HMD Praxis der Wirtschaftsinformatik}, number = {2}, pages = {43 -- 51}, year = {2009}, abstract = {Die Qualit{\"a}t von Gesch{\"a}ftsprozessen entscheidet zunehmend {\"u}ber den wirtschaftlichen Erfolg eines Unternehmens. Die Gesch{\"a}ftsprozesse werden immer st{\"a}rker durch IT-Prozesse unterst{\"u}tzt. Der Beitrag zeigt, wie die IT-Prozesse auf der Grundlage des Referenzmodells IT Infrastructure Library (ITIL) optimiert und mithilfe von Kennzahlen und Process Mining gesteuert werden k{\"o}nnen. Hierf{\"u}r werden auf Basis der Referenzprozesse Sollprozesse bestimmt und Sollkennzahlen festgelegt. Die Istprozesse und deren Kennzahlen werden mithilfe von Process Mining ausgewertet und anschließend mit den Sollprozessen verglichen. Insgesamt k{\"o}nnen Verbesserungspotenziale identifiziert und Handlungsempfehlungen abgeleitet werden. Die Gestaltung und Steuerung ITIL-basierter Customer-Support-Prozesse werden anhand eines Praxisfalles aus einem Customer-Relationship-Management-System erprobt. Vorgehensmodell und Ergebnisse werden in diesem Beitrag vorgestellt.}, language = {de} } @article{GerkeTamm2008, author = {Gerke, Kerstin and Tamm, Gerrit}, title = {Process mining and data aggregation strategies for business collaboration networks}, series = {Journal Communications of Arab Computer Society}, volume = {1}, journal = {Journal Communications of Arab Computer Society}, number = {1}, url = {http://nbn-resolving.de/urn:nbn:de:0298-opus4-6490}, pages = {10}, year = {2008}, abstract = {Business collaboration and information sharing becomes more and more important for companies, mainly driven by economics of scale and the strategic value of network knowledge. In this paper we will describe how process mining results will increase the willingness of cross company data aggregation and the usage of shared business collaboration infrastructures. The results of our contributions are based on process and data analyses in the customer relation management of a leading German passenger airline. As information sharing is considered a central challenge among supply chain partners, we describe the role of data aggregation as a requirement for process mining in collaborative infrastructures. Aggregating data on the one hand can preserve companies from compromising their local data. On the other hand valuable network information may get lost. We use process mining to derive collaborative business process models. Therefore, we evaluate the impact of data aggregation on the significance of process mining results.}, language = {en} } @inproceedings{GerkePetruchTamm2010, author = {Gerke, Kerstin and Petruch, Konstantin and Tamm, Gerrit}, title = {Optimization of Service Delivery through Continual Process Improvement: a Case Study}, series = {40. Jahrestagung der Gesellschaft f{\"u}r Informatik e.V. (GI), Leipzig}, booktitle = {40. Jahrestagung der Gesellschaft f{\"u}r Informatik e.V. (GI), Leipzig}, url = {http://nbn-resolving.de/urn:nbn:de:0298-opus4-6537}, year = {2010}, abstract = {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.}, language = {en} } @inproceedings{GerkeTamm2009, author = {Gerke, Kerstin and Tamm, Gerrit}, title = {Continuous Quality Improvement of IT Processes based on Reference Models and Process Mining}, series = {15th Americas Conference on Information Systems (AMCIS'09), San Francisco}, booktitle = {15th Americas Conference on Information Systems (AMCIS'09), San Francisco}, year = {2009}, abstract = {The inherent quality of business processes increasingly plays a significant role in the economic success of an organization. More and more business processes are supported through IT processes. In this contribution, we present a new approach which allows the continuous quality improvement of IT processes by the interconnection of IT Infrastructure Library (ITIL) reference model and process mining. On the basis of the reference model, to-be processes are set and key indicators are determined. As-is processes and their key indicators derived by process mining are subsequently compared to the to-be processes. This new approach enables the design and control of ITIL based customer support processes which will be trialed in a practice case of a customer relationship management (CRM) system. The procedural models, as well as its results, are introduced in this publication.}, language = {en} }