Toward using Business Process Intelligence to Support Incident Management Metrics Selection and Service Improvement

Background: Businesses are increasingly dependent on IT services, and providers need to deliver fast, with high quality and low cost. An incident is an event that can lead to loss or disruption of services. Incident management reinstates normal service operation as quickly as possible and mitigates negative impact to business, ensuring agreed levels of service quality. So, reduce resolution time is usually the most important goal for incidents. Aims We aim to obtain knowledge about process and identify adequate metrics for Incident Management to help reduction of resolution time. Our research questions are: (i) Which Incident Management sub-process is causing more impact to resolution time? (ii) Which metrics can be used to measure this sub-process? (iii) What actions can be taken to improve Incident Management process in order to reduce impact of this sub- process in resolution time? Method: We present a case study in a global large company that considers reduction of incidents resolution time as a goal. Results: By applying BPM, BPI and Process Mining we were able to discover the underlined process and a bottleneck for resolution time. Moreover, we proposed metrics to improve process and service quality by applying GQM+Strategies.