Abstract
This paper describes a process mining techniques application to event data from a particular process of Huf Portuguesa, a company that produces automotive components. Huf uses state-of-the-art technology and maintains a close connection with research, seeking to keep itself updated, through the acquisition of new knowledge, technologies and procedures. The process analyzed registers incidents and actions taken to resolve them. There is a planned procedure and, through process mining tools, namely ProM, Disco and Celonis, the processes were analyzed to see if they are in compliance or if there are deviations. The interactions between resources and departments were also analyzed. The results obtained made it possible to understand the behavior of the processes in question, the relationship between departments and the interaction between people, in this context. These results can be used so that failures can be minimized and productivity and quality can be maximized.
Recommended Citation
Magnus, Heyd; Silva, Jorge; Fialho, Joana; and Wanzeller, Cristina, "Process Mining – case study in a process of IT incident management" (2020). CAPSI 2020 Proceedings. 25.
https://aisel.aisnet.org/capsi2020/25