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Using process mining to identify coordination patterns in IT service management
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AI
DOI：10.1016/j.dss.2010.02.003.png)
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摘要
En 中文
We empirically analyze the database used in the help desk process between a national US public agency and its global outsourcing provider. We considered the question of whether the database might reveal a deeper level of knowledge than was apparent from direct inspection. Our results reveal that four constructs underlie this process. Three are confirmed through covariance-based structural equation modeling and a fourth is implied through existing data. Our results suggest refinement in service level agreements to create a different type of governance coordination to assist in aligning the outsourcing provider's execution more closely with the client's needs. (C) 2010 Elsevier B.V. All rights reserved.
Keyword:
IT service management
Help desk
Coordination theory
Covariance-based Structural Equation
Modeling (SEM)
Adaptive structuration
EQS
期刊
IF:
6.8
论文数:
3.8K
被引数:
1.5W
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