Knowledge-based extension of ITIL process models in ERP service support.

Simone Schmid Norbert Gronau

Published in: AMCIS (2006)

Keyphrases

process model
process mining
business processes
workflow systems
end users
business process
petri net
service composition
event logs
knowledge management
service delivery
business process models
information systems
service oriented
knowledge representation
artificial neural networks
expert systems
web pages