Analysis of software products related incidents through process intelligence

Abstract

The challenging environment in which organizations live today address significant challenges in the daily processes they perform, and how the use of data stored in their information systems can support them in improving decision making. Given that technologies and processes have been evolving, managing processes implies a changing and adaptive scenario, with the task of making the execution of processes more effective and efficient. This paper proposes a method that combines the application of business intelligence and process intelligence techniques as an approach to analyze and evaluate support processes through help desks. The suitability of the method is illustrated through a case study of a software products related incident process. The results cover process discovery and analysis through three process mining perspectives.