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

Abstract

Abstract-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 subprocess 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.

A Classification of Process Mining Bottleneck Analysis Techniques for Operational Support

“…Table 1 shows the papers that meet criteria 1 and Table 2 shows the papers that meet criteria 2. It can be observed that some papers (e.g., (Van der Aalst, 2013;Trinkenreich et al, 2015)) were classified into multiple maturity phases. The results show that 44 unique papers are classified to the first phase (detect), 14 unique papers were classified to the second phase (predict) and only 7 unique papers were at phase three (recommend).…”

“…Only 6 papers are classified into the phase 3. Some of the papers are classified into more than one phases, such as ( Van der Aalst, 2013;Spott et al, 2013;Trinkenreich et al, 2015).…”

SINIS – A method to support defining goals, strategies and indicators for IT Services

“…ii.1. Systematic Mapping to find measures suitable for IT Services measurement initiatives (TRINKENREICH et al, 2015a ii.4. Case Study about using Business Process Intelligence for critical process analysis ; ii.5.…”

“…Some factors contribute to the difficulty in selecting measures and indicators for IT services, such as: (i) lack of approaches to guide IT services indicators selection, (ii) lack of practical examples involving IT service indicators, and (iii) lack of measurement capabilities in IT supporting tools [JÄNTTI et al, 2010] [LEPMETS et al, 2014]. An available list of indicators can help being a start point for insights during measurement selection [TRINKENREICH et al, 2015a].…”

“…SINIS is based on GQM+Strategies [BASILI et. al., 2005], COBIT Goal Cascade [ISACA, 2012], business process modeling of IT services, a list of measures for IT services [TRINKENREICH et al, 2015a] and a Reference Software Measurement Ontology [BARCELLOS et al, 2012].…”