BPIC 2013: Volvo incident and problem management behavior analysis
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Date
2013
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Abstract
This essay has the purpose of presenting the results of a work performed as part of Third
International Business Process Intelligence Challenge. This challenge presents an event log from Volvo
IT Belgium Company related with incident and problem management, focusing on a couple process
owner´s questions. The authors of this document present the analysis realized applying different kind of
tools and process mining techniques in order to solve the challenge presented. We provide an analysis,
which discovered behavior characteristics, associated with products, resources and organizational lines.
The results obtained provide useful information that Volvo can use to have more knowledge about the
process that they are executing and have more information to make decisions and improve the actual
process.
Description
Keywords
Process mining, Volvo IT Belgium, Business Process Intelligence Challenge, Incident and problem management, IT organization, products, and support teams