Speech Acts in Actual Processes: Evaluation of Interfaces and Triggers in ITIL
Tenschert J, Rehse JR, Fettke P, Lenz R (2018)
Publication Status: Published
Publication Type: Conference contribution, Original article
Publication year: 2018
Journal
Publisher: SPRINGER-VERLAG NEW YORK, MS INGRID CUNNINGHAM, 175 FIFTH AVE, NEW YORK, NY 10010 USA
Book Volume: 308
Pages Range: 348-360
DOI: 10.1007/978-3-319-74030-0_26
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.
Authors with CRIS profile
Johannes Tenschert
Professur für evolutionäres Datenmanagement
Richard Lenz
Professur für evolutionäres Datenmanagement
Related research project(s)
Involved external institutions
Germany (DE)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.
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