Toward using Business Process Intelligence to Support Incident Management Metrics Selection and Service Improvement.
Bianca TrinkenreichGleison SantosValdemar T. F. ConfortFlávia Maria SantoroPublished in: SEKE (2015)
Keyphrases
- business process
- business processes
- incident management
- service oriented architecture
- web services
- process execution
- workflow engine
- workflow technology
- virtual organization
- ws bpel
- business process modeling
- workflow model
- workflow models
- business process models
- workflow systems
- service quality
- process model
- workflow management
- service oriented
- business process management
- service providers
- service composition
- case study
- situation awareness
- model driven development
- data mining
- decision support
- competitive market
- service level agreements
- process mining
- real world
- workflow management systems
- business rules
- information systems
- artificial intelligence
- electronic commerce