Gesellschaft für Informatik e.V.

Lecture Notes in Informatics

INFORMATIK 2010 Business Process and Service Science - Proceedings of ISSS and BPSC P-177, 94-107 (2010).

Gesellschaft für Informatik, Bonn

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Optimization of service delivery through continual process improvement: A case study

Kerstin Gerke , Konstantin Petruch and Gerrit Tamm


In order to deliver services of high quality in a cost-effective manner, processes and their support through information technology (IT) play an increasingly significant role. We present an approach, which allows optimizing the service delivery through continual process improvement. This approach combines the 7-step improvement process recommended by ITIL with process mining. On the basis of suggestions derived from process mining, performance indicators of different services are determined and subsequently compared as part of an internal benchmark. The approach, which will be trialed in practice, enables the optimization of service delivery certainly, but it is also concerned with the most effective utilization of limited resources in terms of people and tools.

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Gesellschaft für Informatik, Bonn
ISBN 978-3-88579-271-0

Last changed 04.10.2013 18:34:51