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

Tenschert J, Rehse JR, Fettke P, Lenz R (2017)

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Publication Type: Conference contribution

Publication year: 2017

Pages Range: 348--360

Conference Proceedings Title: Proceedings of the 10th Workshop on Social and Human Aspects of Business Process Management

Event location: Barcelona

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 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.

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How to cite

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.

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