using process mining to identify coordination patterns in it service management论文.pdfVIP

Decision Support Systems 49 (2010) 175–186 Contents lists available at ScienceDirect Decision Support Systems jour nal homepage : www.elsevier. com/ locate/dss Using process mining to identify coordination patterns in IT service management Theresa M. Edgington, T.S. Raghu ⁎, Ajay S. Vinze Hankamer School of Business, Baylor University, Waco, TX 7