Analysis of COBIT 5 Process 'DSS02 - Manage Service Requests and Incidents' for the Service Desk Using Process Mining

Conference Object

Abstract: The Incident Management in IT departments provides traceability of events that are reported, and it

Palabras claves:

Event Log, Incident Management, petri net model, Process mining, service desk

Autores:

Christian Ruiz, Iveth Tello, Sang Guun Yoo

Fuentes:

google

scopus