USING PROCESS MINING FOR ITIL ASSESSMENT: A CASE STUDY WITH INCIDENT MANAGEMENT

The ITIL framework is the best known set of best practices for managing IT services. In this paper we introduce process mining as a useful technique for assessing whether a business process is implemented according to ITIL guidelines. We evaluated our approach using a real-world case study in an IT vendor developing a complex software platform. The company receives thousands of requests (including bug reports) that can be treated as ITIL incidents. Using process mining, it was possible to extract the behaviour of the existing process and compare it with ITIL Incident Management.

[1]  Wil M. P. van der Aalst,et al.  Genetic process mining: an experimental evaluation , 2007, Data Mining and Knowledge Discovery.

[2]  Dimitris Karagiannis,et al.  Integrating machine learning and workflow management to support acquisition and adaptation of workflow models , 2000 .

[3]  Wil M. P. van der Aalst,et al.  Workflow mining: discovering process models from event logs , 2004, IEEE Transactions on Knowledge and Data Engineering.

[4]  Boudewijn F. van Dongen,et al.  Workflow mining: A survey of issues and approaches , 2003, Data Knowl. Eng..

[5]  Boudewijn F. van Dongen,et al.  Multi-phase Process Mining: Building Instance Graphs , 2004, ER.

[6]  van der Wmp Wil Aalst,et al.  Mining CPN models: discovering process models with data from event logs , 2006 .

[7]  Padhraic Smyth,et al.  Model-Based Clustering and Visualization of Navigation Patterns on a Web Site , 2003, Data Mining and Knowledge Discovery.

[8]  Wenfei Fan,et al.  Keys with Upward Wildcards for XML , 2001, DEXA.

[9]  I. Zhang.  Economic Consequences of the Sarbanes-Oxley Act of 2002 , 2007 .

[10]  Zhaohui Tang,et al.  Data Mining with SQL Server 2005 , 2005 .

[11]  Bart Baesens,et al.  Process Mining as First-Order Classification Learning on Logs with Negative Events , 2007, Business Process Management Workshops.

[12]  C. V. Ramamoorthy,et al.  Knowledge and Data Engineering , 1989, IEEE Trans. Knowl. Data Eng..

[13]  M. Brenner,et al.  Classifying ITIL Processes; A Taxonomy under Tool Support Aspects , 2006, 2006 IEEE/IFIP Business Driven IT Management.

[14]  Marielba Zacarias,et al.  Approaching Process Mining with Sequence Clustering: Experiments and Findings , 2007, BPM.

[15]  Wil M. P. van der Aalst,et al.  Conformance checking of processes based on monitoring real behavior , 2008, Inf. Syst..

[16]  D. Trastour,et al.  IT service management driven by business objectives An application to incident management , 2006, 2006 IEEE/IFIP Network Operations and Management Symposium NOMS 2006.

[17]  Rainer Schmidt.  Flexibility in Service Processes , 2006, BPMDS.

[18]  Hajo A. Reijers,et al.  Discovering Social Networks from Event Logs , 2005, Computer Supported Cooperative Work (CSCW).

[19]  Luigi Pontieri,et al.  Mining Hierarchies of Models: From Abstract Views to Concrete Specifications , 2005, Business Process Management.

[20]  Michael Brenner,et al.  A Criteria Catalog Based Methodology for Analyzing Service Management Processes , 2002, DSOM.

[21]  Ata Kabán,et al.  Sequential Activity Profiling: Latent Dirichlet Allocation of Markov Chains , 2005, Data Mining and Knowledge Discovery.

[22]  Wil M. P. van der Aalst,et al.  Process mining: a research agenda , 2004, Comput. Ind..

[23]  Dimitrios Gunopulos,et al.  Mining Process Models from Workflow Logs , 1998, EDBT.