<?xml version="1.0" encoding="utf-8"?>
<export-example>
  <doc>
    <id>641</id>
    <completedYear>2010</completedYear>
    <publishedYear>2010</publishedYear>
    <thesisYearAccepted/>
    <language>eng</language>
    <pageFirst>145</pageFirst>
    <pageLast>167</pageLast>
    <pageNumber/>
    <edition/>
    <issue/>
    <volume/>
    <type>bookpart</type>
    <publisherName>IGI Global</publisherName>
    <publisherPlace>Hershey</publisherPlace>
    <creatingCorporation/>
    <contributingCorporation/>
    <belongsToBibliography>1</belongsToBibliography>
    <completedDate>2014-07-23</completedDate>
    <publishedDate>2010-08-30</publishedDate>
    <thesisDateAccepted>--</thesisDateAccepted>
    <title language="eng">Continual Process Improvement Based on ITIL and Process Mining</title>
    <abstract language="eng">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.</abstract>
    <parentTitle language="eng">Quality Management for IT-Services</parentTitle>
    <note>Online: https://www.researchgate.net/publication/344158774_Continual_Process_Improvement_Based_on_ITIL_and_Process_Mining</note>
    <enrichment key="LinkProfileA">https://www.srh-berlin.de/hochschule/hochschulteam/tamm-gerrit/</enrichment>
    <author>Kerstin Gerke</author>
    <author>Konstantin Petruch</author>
    <author>Gerrit Tamm</author>
    <subject>
      <language>eng</language>
      <type>uncontrolled</type>
      <value>Process Improvement</value>
    </subject>
    <subject>
      <language>eng</language>
      <type>uncontrolled</type>
      <value>ITIL</value>
    </subject>
    <subject>
      <language>eng</language>
      <type>uncontrolled</type>
      <value>Process Mining</value>
    </subject>
    <collection role="jel" number="M">Business Administration and Business Economics; Marketing; Accounting</collection>
    <collection role="institutes" number="">Institute of Information Systems (IIS, SRH Berlin)</collection>
    <thesisPublisher>SRH Berlin University of Applied Sciences</thesisPublisher>
  </doc>
  <doc>
    <id>653</id>
    <completedYear>2010</completedYear>
    <publishedYear>2010</publishedYear>
    <thesisYearAccepted/>
    <language>eng</language>
    <pageFirst/>
    <pageLast/>
    <pageNumber/>
    <edition/>
    <issue/>
    <volume/>
    <type>conferenceobject</type>
    <publisherName/>
    <publisherPlace/>
    <creatingCorporation/>
    <contributingCorporation>Gesellschaft für Informatik e.V. (GI)</contributingCorporation>
    <belongsToBibliography>1</belongsToBibliography>
    <completedDate>2014-07-25</completedDate>
    <publishedDate>--</publishedDate>
    <thesisDateAccepted>--</thesisDateAccepted>
    <title language="eng">Optimization of Service Delivery through Continual Process Improvement: a Case Study</title>
    <abstract language="eng">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.</abstract>
    <parentTitle language="deu">40. Jahrestagung der Gesellschaft für Informatik e.V. (GI), Leipzig</parentTitle>
    <identifier type="urn">urn:nbn:de:0298-opus4-6537</identifier>
    <enrichment key="ConferenceReportDate">27.09.-02.10.2010</enrichment>
    <enrichment key="LinkProfileA">https://www.srh-berlin.de/hochschule/hochschulteam/tamm-gerrit/</enrichment>
    <author>Kerstin Gerke</author>
    <author>Konstantin Petruch</author>
    <author>Gerrit Tamm</author>
    <subject>
      <language>eng</language>
      <type>uncontrolled</type>
      <value>Service Delivery</value>
    </subject>
    <subject>
      <language>eng</language>
      <type>uncontrolled</type>
      <value>Process Improvement:</value>
    </subject>
    <subject>
      <language>eng</language>
      <type>uncontrolled</type>
      <value>ITIL</value>
    </subject>
    <subject>
      <language>eng</language>
      <type>uncontrolled</type>
      <value>Process Mining</value>
    </subject>
    <collection role="jel" number="O">Economic Development, Technological Change, and Growth</collection>
    <collection role="institutes" number="">Institute of Information Systems (IIS, SRH Berlin)</collection>
    <thesisPublisher>SRH Berlin University of Applied Sciences</thesisPublisher>
    <file>https://opus4.kobv.de/opus4-srh/files/653/Optimization_of_Service_Delivery.pdf</file>
  </doc>
</export-example>
