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Continuous Quality Improvement of IT Processes based on Reference Models and Process Mining

  • 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.

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Metadaten
Author: Kerstin Gerke, Prof. Dr. Gerrit Tamm
Parent Title (English):15th Americas Conference on Information Systems (AMCIS'09), San Francisco
Document Type:Conference Proceeding/Conference Report
Language:English
Date of Publication (online):2014/07/29
Year of first Publication:2009
Publishing Institution:SRH Berlin University of Applied Sciences
Contributing Corporation:Association for Information Services
Release Date:2014/07/29
Tag:IT Processes; Process Mining; Quality Improvement
Note:
Online: https://www.researchgate.net/publication/220893289_Continuous_Quality_Improvement_of_IT_Processes_based_on_Reference_Models_and_Process_Mining
Link author profile:https://www.srh-berlin.de/hochschule/hochschulteam/tamm-gerrit/
Date:06.08.2009
Institutes:Institute of Information Systems (IIS, SRH Berlin)
JEL-Classification:O Economic Development, Technological Change, and Growth
Licence (German):License LogoCreative Commons - Namensnennung-Nicht kommerziell-Keine Bearbeitung
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