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Optimization of Service Delivery through Continual Process Improvement: a Case Study

  • 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.

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Metadaten
Author: Kerstin Gerke, Konstantin Petruch, Prof. Dr. Gerrit Tamm
URN:urn:nbn:de:0298-opus4-6537
Parent Title (German):40. Jahrestagung der Gesellschaft für Informatik e.V. (GI), Leipzig
Document Type:Conference Proceeding/Conference Report
Language:English
Date of Publication (online):2014/07/25
Year of first Publication:2010
Publishing Institution:SRH Berlin University of Applied Sciences
Contributing Corporation:Gesellschaft für Informatik e.V. (GI)
Release Date:2014/07/25
Tag:ITIL; Process Improvement:; Process Mining; Service Delivery
Link author profile:https://www.srh-berlin.de/hochschule/hochschulteam/tamm-gerrit/
Date:27.09.-02.10.2010
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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