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

Beitrag bei einer Tagung


Details zur Publikation

Autorinnen und Autoren: Tenschert J, Rehse JR, Fettke P, Lenz R
Jahr der Veröffentlichung: 2017
Tagungsband: Proceedings of the 10th Workshop on Social and Human Aspects of Business Process Management
Seitenbereich: 348--360


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 stakeholders, 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-Autorinnen und Autoren / FAU-Herausgeberinnen und Herausgeber

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


Einrichtungen weiterer Autorinnen und Autoren

Deutsches Forschungszentrum für Künstliche Intelligenz (DFKI) GmbH


Forschungsbereiche

Evolutionäre Informationssysteme
Lehrstuhl für Informatik 6 (Datenmanagement)
Prozessmanagement
Lehrstuhl für Informatik 6 (Datenmanagement)


Zitierweisen

APA:
Tenschert, J., Rehse, J.R., Fettke, P., & Lenz, R. (2017). Speech Acts in Actual Processes: Evaluation of Interfaces and Triggers in ITIL. In Proceedings of the 10th Workshop on Social and Human Aspects of Business Process Management (pp. 348--360). Barcelona, ES.

MLA:
Tenschert, Johannes, et al. "Speech Acts in Actual Processes: Evaluation of Interfaces and Triggers in ITIL." Proceedings of the 10th Workshop on Social and Human Aspects of Business Process Management, Barcelona 2017. 348--360.

BibTeX: 

Zuletzt aktualisiert 2019-28-02 um 04:10