BPIC 2013: Volvo incident and problem management behavior analysis

This essay has the purpose of presenting the results of a work performed as part of Third International Business Process Intelligence Challenge. This challenge presents an event log from Volvo IT Belgium Company related with incident and problem management, focusing on a couple process owner´s questions. The authors of this document present the analysis realized applying different kind of tools and process mining techniques in order to solve the challenge presented. We provide an analysis, which discovered behavior characteristics, associated with products, resources and organizational lines.... Mehr ...