Compliance Analysis in IT Service Management Systems Master Thesis IN PARTIAL FULFILLMENT OF THE REQUIREMENTS FOR THE DEGREE OF MASTER OF SCIENCE (M.Sc.) IN INFORMATION SYSTEMS AT THE SCHOOL OF BUSINESS AND ECONOMICS OF HUMBOLDT-UNIVERSITÄT ZU BERLIN
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چکیده
IT service providers need to be capable to efficiently ensure a certain level of quality for their services. Thus, cost-efficient measurement mechanisms have to be set up to analyze and control the operations and quickly discover inconsistencies that may lead to a decrease in the quality of the service. It is crucial for the business to know if the implemented processes are executed as designed. In order to check the conformance of the executed processes, different sources can be used for conformance analysis. Within this thesis we investigate the use of business process models and business rules given by a German IT company as well as by the IT Infrastructure Library to check the conformance of executed processes within the incident management process of the German IT company. For the discovery of these processes, event logs are extracted from the system and process mining techniques are employed to analyze these logs. The goal of this thesis is to evaluate the applicability of different techniques to check conformance of real life processes and furthermore, to investigate their strength and weaknesses using artificially created cases as well as real life data.
منابع مشابه
Modeling Guidelines for Business Process Models Master Thesis IN PARTIAL FULFILLMENT OF THE REQUIREMENTS FOR THE DEGREE OF MASTER OF SCIENCE (M.Sc.) IN INFORMATION SYSTEMS AT THE SCHOOL OF BUSINESS AND ECONOMICS OF HUMBOLDT-UNIVERSITÄT ZU BERLIN
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Dr. Jan Recker, for their backup in various aspects. First of all, for raising my interest in business process management and giving me the possibility to write my master thesis in-for me-such an interesting topic. Second, for supporting and enabling my research stay abroad at the Queensland University of Technology in Brisbane, Australia. Third, offering me the freedom to explore this topic in...
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تاریخ انتشار 2010