Enhancing IT Service Management Through Process Mining – A Digital Analytics Perspective on Documented Customer Interactions
Journal
Forum Dienstleistungsmanagement
Type
journal article
Date Issued
2025
Author(s)
Research Team
IWI6
Abstract
Our study explores the integration of text mining and process mining to enhance the understanding of IT support agents' problem-solving activities documented in service tickets. Despite the rise of AI-based self-service systems, the pressure on IT support to deliver high-quality service remains significant, necessitating advanced analytical approaches. While text mining has been used for classifying customer requests or predicting satisfaction, it falls short in revealing the actual processes agents follow. By conducting a systematic literature review and a case study, this research outlines a novel approach combining text and process mining. The findings provide practical guidance for extracting activity catalogs and generating event logs from service documentation, offering valuable insights into service processes and highlighting challenges related to data quality in digital analytics.
Language
English
Keywords
Process Mining
Customer Service
ITSM
Text Mining
HSG Classification
contribution to scientific community
Refereed
Yes
Publisher
Springer Fachmedien Wiesbaden
Publisher place
Wiesbaden
Start page
327
End page
360
Pages
34
Subject(s)
Division(s)
File(s)![Thumbnail Image]()
open.access
Name
JML_1028.pdf
Size
889.36 KB
Format
Adobe PDF
Checksum (MD5)
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