Using process mining to identify coordination patterns in IT service management

Authors:
Theresa M. Edgington;T. S. Raghu;Ajay S. Vinze
Affiliations:
Hankamer School of Business, Baylor University, Waco, TX 76798-8005, United States and W. P. Carey School of Business, Arizona State University, Tempe, AZ 85287-4606, United States;Hankamer School of Business, Baylor University, Waco, TX 76798-8005, United States and W. P. Carey School of Business, Arizona State University, Tempe, AZ 85287-4606, United States;Hankamer School of Business, Baylor University, Waco, TX 76798-8005, United States and W. P. Carey School of Business, Arizona State University, Tempe, AZ 85287-4606, United States
Venue:
Decision Support Systems
Year:
2010

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Abstract

We empirically analyze the database used in the help desk process between a national US public agency and its global outsourcing provider. We considered the question of whether the database might reveal a deeper level of knowledge than was apparent from direct inspection. Our results reveal that four constructs underlie this process. Three are confirmed through covariance-based structural equation modeling and a fourth is implied through existing data. Our results suggest refinement in service level agreements to create a different type of governance coordination to assist in aligning the outsourcing provider's execution more closely with the client's needs.