Paper Info
Title
Next best step and expert recommendation for collaborative processes in it service management
Abstract
IT service management processes are people intensive and collaborative by nature. There is an emerging trend in IT service management applications, moving away from rigid process orchestration to the leveraging of collaboration technologies. An interesting consequence is that staff can collaboratively define customized and ad-hoc step flows, consisting of the sequence of activities necessary to handle each particular case. Capturing and sharing the knowledge of how previous similar cases have been resolved becomes useful in recommending what steps to take and what experts to consult to handle a new case effectively. We present an approach and a tool that analyzes previous IT case resolutions in order to recommend the best next steps to handle a new case, including recommendations on the experts to invite to help with resolution of the case. Our early evaluation results indicate that this approach shows significant improvement for making recommendations over using only process models discovered from log traces.
Year
DOI
Venue
2011
10.1007/978-3-642-23059-2_7
BPM
Keywords
Field
DocType
collaborative process,process model,expert recommendation,collaboration technology,particular case,rigid process orchestration,previous it case resolution,new case,ad-hoc step flow,best step,it service management application,it service management process,previous similar case
Systems engineering,Computer science,Process modeling,IT service management,Orchestration (computing),Process management
Conference
Citations 
PageRank 
References 
11
0.82
15
Authors
2
Name
Order
Citations
PageRank
Hamid Reza Motahari-Nezhad144724.70
Claudio Bartolini294486.00