Business process analytics: a dedicated methodology through a case study

摘要

Business process analytics is a set of techniques that can be applied to event datasets created by logging the execution of business processes, and emerges as a promising decision aid field. In this work we propose a methodology based on the process mining approach to guide the implementation of process analytics projects. Following a conceptual analysis of existing methodologies, we extract the common methodological steps and present a practical synthesis. The proposed methodology reaches the business need of exposing more than just a static, marginal snapshot of performance by considering a process perspective. We present the methodology in tandem with a case study of a customer service request handling process. We analyze a real dataset containing events from an incident and a problem management information system, and deliver results that eventually can raise the capacity of the company to manage the process.