Mining an Incident Management Process
نویسندگان
چکیده
This paper describes the results of the exploratory process mining efforts on the incident management process event log provided by Volvo IT Belgium. Specific areas of interest provided by the process owner are analyzed as well as some additional areas of interest that qualified for further investigation based on the information provided. Interesting results include uncovering specific support teams and products for which specified unwanted behavior such as lack of push to front, ping pong, and wait user abuse was prominent. Also some interesting relations were found, e.g. between the wait user abuse and incident impact category, and the hypothesis that a correlation exists between the number of handovers and total resolution time was proven.
منابع مشابه
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