Process Mining for Improvement of IT Service in Automobile Industry

Abstract

This research presents the use process mining of the IT service process of an automotive company to identify deviations in their IT services processes, increasing productivity and quality of IT service. The research uses information from the BPI Conference 2013 held in Beijing, China, on August 26, 2013. The paper goes through the log to analyze the entire service process using various process mining techniques in the following area, Push-to-Front Analysis, Ping-Pong Behavior, Analysis of wait user, Process Conformity, and performance. As a result, the research discovers the status of the service performance and the deviation of the process. Moreover, we present our valuable insights into the actual process of the company.