Using Process Mining for ITIL Assessment: A Case Study With Incident Management

The ITIL framework is the best known set of best practices for managing IT services. In this paper the authors introduce process mining as a useful technique for assessing whether a business process is implemented according to ITIL guidelines. The authors evaluated the approach using a real-world case study in an IT vendor developing a complex software platform. The company receives thousands of requests that can be treated as ITIL incidents. Using process mining, it was possible to extract the behaviour of the existing process and compare it with ITIL Incident Management.