Process Mining in IT Service Management (in German)
IT Service processes are a very interesting application area for process mining, because delivering great IT support for the business is crucial for any company, and because the data are usually very easy to get. ITSM systems keep records of all activities related to a ticket number, which can be used as a case ID in process mining.
The June edition of the itSM Magazin now features an article that we wrote with Dierk Sllner on the use cases of process mining in IT Service Management (in German).
The whole issue is only accessible for itSMF members, but you can download our ‘Process Mining in IT Service Management’ article here.