Using process mining to identify coordination patterns in IT service management

被引：17

作者：

Edgington, Theresa M.

Raghu, T. S. ^{[1
]}

Vinze, Ajay S. ^{[1
]}

机构：

[1] Arizona State Univ, WP Carey Sch Business, Tempe, AZ 85287 USA

来源：

DECISION SUPPORT SYSTEMS | 2010年 / 49卷 / 02期

关键词：

IT service management; Help desk; Coordination theory; Covariance-based Structural Equation; Modeling (SEM); Adaptive structuration; EQS; INFORMATION-TECHNOLOGY; STRATEGIES; MODEL;

D O I：

10.1016/j.dss.2010.02.003

中图分类号：

TP18 [人工智能理论];

学科分类号：

081104 ; 0812 ; 0835 ; 1405 ;

摘要：

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. (C) 2010 Elsevier B.V. All rights reserved.

引用

页码：175 / 186

页数：12

共 54 条

[1] Strategic response to institutional influences on information systems outsourcing [J].