TY - CHAP A1 - Gerke, Kerstin A1 - Petruch, Konstantin A1 - Tamm, Gerrit ED - Praeg, Claus-Peter T1 - Continual Process Improvement Based on ITIL and Process Mining T2 - Quality Management for IT-Services N2 - 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. KW - Process Improvement KW - ITIL KW - Process Mining Y1 - 2010 N1 - Online: https://www.researchgate.net/publication/344158774_Continual_Process_Improvement_Based_on_ITIL_and_Process_Mining SP - 145 EP - 167 PB - IGI Global CY - Hershey ER - TY - JOUR A1 - Gerke, Kerstin A1 - Tamm, Gerrit T1 - Qualitätsmanagement zur Steuerung von IT-Prozessen auf der Basis von Referenzmodellen und Process Mining JF - HMD Praxis der Wirtschaftsinformatik N2 - Die Qualität von Geschäftsprozessen entscheidet zunehmend über den wirtschaftlichen Erfolg eines Unternehmens. Die Geschäftsprozesse werden immer stärker durch IT-Prozesse unterstützt. 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 können. Hierfür 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 können 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. KW - Qualitätsmanagement KW - Geschäftsprozesse KW - Process Mining Y1 - 2009 N1 - Online: https://www.researchgate.net/publication/271817721_Qualitatsmanagement_zur_Steuerung_von_IT-Prozessen_auf_der_Basis_von_Referenzmodellen_und_Process_Mining VL - 46 IS - 2 SP - 43 EP - 51 ER - TY - JOUR A1 - Gerke, Kerstin A1 - Tamm, Gerrit T1 - Process mining and data aggregation strategies for business collaboration networks JF - Journal Communications of Arab Computer Society N2 - 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. KW - Process Mining KW - Data Aggregation KW - Business Collaboration Networks Y1 - 2008 U6 - http://nbn-resolving.de/urn/resolver.pl?urn:nbn:de:0298-opus4-6490 VL - 1 IS - 1 ER - TY - CHAP 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 - 2010 U6 - http://nbn-resolving.de/urn/resolver.pl?urn:nbn:de:0298-opus4-6537 ER - TY - CHAP A1 - Gerke, Kerstin A1 - Tamm, Gerrit T1 - Continuous Quality Improvement of IT Processes based on Reference Models and Process Mining T2 - 15th Americas Conference on Information Systems (AMCIS'09), San Francisco N2 - 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. KW - Quality Improvement KW - IT Processes KW - Process Mining Y1 - 2009 N1 - Online: https://www.researchgate.net/publication/220893289_Continuous_Quality_Improvement_of_IT_Processes_based_on_Reference_Models_and_Process_Mining ER -