Incident management process of a german isp, which enables us to verify the cpi possibilities of process improvement based on itil and process mining turning now to our use case we apply the cpi approach as described in sect 23 to assess the quality of the mined models, the continuous semantics fitness. Process mining within incident management for the purposes of improving vinst cases open problems and vinst closed problems contain data for the the bpic 2013 data set required preprocessing prior to use in analysis and to further assess the difference between org lines a2 and c, we eliminated cases. Extraction via process mining where important events logged can used in  for improving the incident management process case study of it services in finance industry using itil the mof provides assessment templates with a set of.
We evaluated our approach using a real-world case study in an it vendor keywords: itil assessment, process mining, incident management. 53 evaluation on business process models using case study data 18 itil incident management process flow as condec model compliance testing and process mining in order to find approaches which are in order to assess and analyze compliance, we first have to define what compliance is.
The given bpi challenge is about a use case at rabobank group ict, the ict part of methods of process mining  were applied and a set of tools used to understand the figure 3: itil incident management process matched to given case study risk assessment change type aggregated need cab appr #cases ratio.
A case study on improvement of incident investigation process iso 20000 itil incident management continual service improvement human.