Analysis of Service Level Agreements using Process Mining techniques
Where’s mobile programming heading to?
Schlagworte:
Process Mining, Process Model Discovery, α-Algorithm, Time perspective, ITIL, Service Level Agreement, Service Level Controlling, SLA MonitoringAbstract
Process Mining offers powerful methods to extract knowledge from event logs. These event logs can be recorded by any
process aware information system and must not conform to a particular format. The main contribution of this paper is to
show how Process Mining can be used to analyze the time perspective of processes determined in so called Service Level
Agreements (SLA). In terms of processes determined by SLAs, the processing time is extremely crucial. Frequently,
delays in processes lead to SLA violations. Therefore, the Process Mining based approach in this paper goes beyond SLA
monitoring techniques which simply display the correct execution of a process. In contrast to SLA monitoring, already
executed processes can be analyzed from a service provider perspective. The paper describes the creation of an
integrated process model which supports a fine-grained investigation of the time perspective. Moreover, this model helps
to identify time related bottle-necks in these processes. All Process Mining techniques necessary to create the integrated
process model are explained based on a prototypical implementation. The main benefit of this approach is to support a
continuous improvement of the quality of service as claimed in ITIL.
