Continual Process Improvement Based on ITIL and Process Mining
نویسندگان
چکیده
Reference models such as ITIL and COBIT (Control Objectives for Information and related Technology) represent proven best practices and provide key indicators for the design and control of ITSM processes. The idea behind the development of ITIL is the recognition that organizations are becoming increasingly dependent on IT in order to satisfy their corporate aims and to meet their business needs (Office of Government Commerce, 2007). The integrated view on business and IT has evolved from a more process-oriented view of ITSM to a consequent service lifecycle ABSTRACT
منابع مشابه
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 su...
متن کاملWhy Business Process Improvement Might Not Bring Customer Satisfaction
Continual improvement is central to all organizational frameworks such as the IT Infrastructure Library (ITIL). Typically, data are collected through the lifecycle of a business process and analyzed asynchronously to identify long-term improvements. This position paper illustrates a limitation of this approach of continual improvement. When a support process is spawned to address a customer iss...
متن کاملVirtualising Process Assessments to Facilitate Continual Service Improvement in IT Service Management
The IT Service Management (ITSM) industry has defined processes as best practices in the widelyaccepted IT Infrastructure Library (ITIL) framework. However, studies on the measurement of ITSM process improvement are scant. Our research addressed the dual problems of the lack of transparency and the need for efficiency in ITSM process assessment. Using the Design Science Research methodology, we...
متن کاملContinuous 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 mini...
متن کاملThe most applicable KPIs of Problem Management Process in Organizations
Currently, IT (Information Technology) departments are the most complex parts of organizations and ITIL (Information Technology Infrastructure Library) is considered the most widely used IT framework in them. This De-facto standard is intended to support IT units of organizations to implement quality based processes in an effort to improve the quality of IT services. ITIL, it self is consisting...
متن کامل