Speech Acts in Actual Processes: Evaluation of Interfaces and Triggers in ITIL

Conference contribution
(Original article)


Publication Details

Author(s): Tenschert J, Rehse JR, Fettke P, Lenz R
Publisher: SPRINGER-VERLAG NEW YORK, MS INGRID CUNNINGHAM, 175 FIFTH AVE, NEW YORK, NY 10010 USA
Publication year: 2018
Volume: 308
Pages range: 348-360
ISSN: 1865-1348


Abstract

Today's organizations are socio-technical systems in which human workers increasingly perform knowledge work. Interactions between knowledge workers, clerks, and systems are essentially speech acts controlling the necessity and flow of activities in semi-structured and ad-hoc processes. IT-support for knowledge work does not necessarily require any predefined process model, and often none is available. To capture what is going on, a rising number of approaches for process modeling, analysis, and support classify interactions and derive processrelated information. The frequency and diversity of speech acts has only been examined within delimited domains, but not in the larger setting of a reference model covering different types of work and domains, multiple takeholders, and interacting processes. Therefore, we have investigated interactions in the IT Infrastructure Library (ITIL). ITIL is a collection of predefined processes, functions, and roles that constitute best practices in the realm of IT service management (ITSM). For ITIL-based processes, we demonstrate the importance, prevalence, and diversity of interactions in triggers, and that further abstraction of interactions can improve the reusability of process patterns. Hence, at least in ITSM, applying speech act theory bears great potential for process improvement.


FAU Authors / FAU Editors

Lenz, Richard Prof. Dr.-Ing.
Professur für Informatik (Datenbanksysteme)
Tenschert, Johannes
Professur für Informatik (Datenbanksysteme)


External institutions with authors

Deutsches Forschungszentrum für Künstliche Intelligenz (DFKI) GmbH


Research Fields

Evolutionary Information Systems
Chair for Computer Science 6 (Data Management)
Process Management
Chair for Computer Science 6 (Data Management)


How to cite

APA:
Tenschert, J., Rehse, J.R., Fettke, P., & Lenz, R. (2018). Speech Acts in Actual Processes: Evaluation of Interfaces and Triggers in ITIL. (pp. 348-360). SPRINGER-VERLAG NEW YORK, MS INGRID CUNNINGHAM, 175 FIFTH AVE, NEW YORK, NY 10010 USA.

MLA:
Tenschert, Johannes, et al. "Speech Acts in Actual Processes: Evaluation of Interfaces and Triggers in ITIL." SPRINGER-VERLAG NEW YORK, MS INGRID CUNNINGHAM, 175 FIFTH AVE, NEW YORK, NY 10010 USA, 2018. 348-360.

BibTeX: 

Last updated on 2019-28-02 at 02:10