Process Mining in Information Technology Incident Management: A Case Study at Volvo Belgium

The goal of this study is to identify opportunities that improve operational performance of information technology incident management at Volvo, Belgium. Findings are derived exclusively from computational analysis of incident and problem event logs (totaling 74,544 events) from May-June 2012, provided as part of the 2013 Business Processing Intelligence Challenge. Improvements that increase resource efficiency and reduce incident resolution times and subsequently customer impacts were identified across the following areas: service level push-to-front, ping pong between support teams, and Wait-User status abuse. Specific products, support teams, organizational structures, and process elements most appropriate for further study are identified and specific analyses are recommended. We conclude that operational improvement areas can be elucidated exclusively from obfuscated event logs.