Abstract
Process Guidance aims at increasing the process model understanding and effective and efficient process execution. In this paper we present the context, design, implementation, and ongoing evaluation of a Process Guidance System instantiation in an organizational setting. The system is used to support the IT Service Management processes within the case company. It is used productively in the case company of this research and this article describes how the system’s features are designed for the evaluation.
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CITATION STYLE
Morana, S., Gerards, T., & Mädche, A. (2015). ITSM processGuide – a process guidance system for IT service management. In Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics) (Vol. 9073, pp. 406–410). Springer Verlag. https://doi.org/10.1007/978-3-319-18714-3_32
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