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

Abstract:

The Incident Management in IT departments provides traceability of events that are reported, and it is attended through the service desk. This functionality allows classifying, recording, and prioritizing incidents according to their criticality and/or urgency. It also delivers the flow for fulfillment of each occurrence, in order to define an early solution to the problems affecting business continuity. In this aspect, this research has analyzed the Incident Management process implemented in a real oil service company called EP PETROECUADOR using process mining techniques. This study has included an analysis of relationships and changes of event states during the process to look for the shortcomings, necessary changes and improvements. This research uses the Play-In technique to generate the Petri Net model based on event logs. The use of process mining techniques has allowed the identification of recurring and death events. This work also allowed the delivery of improvements and optimizations of processes involved in the service desk.