Enhancing decision-making of IT demand management with process mining

Kurzanzeige
dc.contributor.authorNovak, Christian
dc.contributor.authorPfahlsberger, Lukas
dc.contributor.authorBala, Saimir
dc.contributor.authorRevoredo, Kate
dc.contributor.authorMendling, Jan
dc.date.accessioned2025-01-13T12:32:33Z
dc.date.available2025-01-13T12:32:33Z
dc.date.issued2023
dc.description.abstractPurpose Digitalization, innovation and changing customer requirements drive the continuous improvement of an organization's business processes. IT demand management (ITDM) as a methodology supports the holistic governance of IT and the corresponding business process change (BPC), by allocating resources to meet a company's requirements and strategic objectives. As ITDM decision-makers are not fully aware of how the as-is business processes operate and interact, making informed decisions that positively impact the to-be process is a key challenge. Design/methodology/approach In this paper, the authors address this challenge by developing a novel approach that integrates process mining and ITDM. To this end, the authors conduct an action research study where the researchers participated in the design, creation and evaluation of the approach. The proposed approach is illustrated using two sample demands of an insurance claims process. These demands are used to construct the artefact in multiple research circles and to validate the approach in practice. The authors applied learning and reflection methods for incrementally adjusting this study’s approach. Findings The study shows that the utilization of process mining activities during process changes on an operational level contributes to (1) increasing accuracy and efficiency of ITDM; (2) timely identification of potential risks and dependencies and (3) support of testing and acceptance of IT demands. Originality/value The implementation of this study’s approach improved ITDM practice. It appropriately addressed the information needs of decision-makers and unveiled the effects and consequences of process changes. Furthermore, providing a clearer picture of the process dependencies clarified the responsibilities and the interfaces at the intra- and inter-process level.
dc.identifier.citationNovak, C., Pfahlsberger, L., Bala, S., Revoredo, K., & Mendling, J. (2023). Enhancing decision-making of IT demand management with process mining. Business Process Management Journal, 29(8), 230–259. https://doi.org/10.1108/BPMJ-12-2022-0631
dc.identifier.doi10.1108/BPMJ-12-2022-0631
dc.identifier.issn1463-7154
dc.identifier.urihttps://www.weizenbaum-library.de/handle/id/790
dc.language.isoeng
dc.rightsopen access
dc.rights.urihttps://creativecommons.org/licences/by/4.0/
dc.subjectBusiness process changeen
dc.subjectProcess miningen
dc.subjectIT demand managementen
dc.subjectDecision-makingen
dc.titleEnhancing decision-making of IT demand management with process mining
dc.typeArticle
dc.type.statuspublishedVersion
dcmi.typeText
dcterms.bibliographicCitation.urlhttps://doi.org/10.1108/BPMJ-12-2022-0631
local.researchgroupSicherheit und Transparenz digitaler Prozesse (HU)
local.researchtopicDigitale Infrastrukturen in der Demokratie
Dateien
Originalbündel
Gerade angezeigt 1 - 1 von 1
Vorschaubild
Name:
Mendling-Novak_2023_Enhancing-decision-making.pdf
Größe:
3.86 MB
Format:
Adobe Portable Document Format
Beschreibung:
Herunterladen
Sammlungen
Digitale Infrastrukturen in der Demokratie