BPI Challenge 2014 BPI Challenge Real life log

BPI Challenge 2014

BPI Challenge Real life log from Rabobank ICT: • Similar to other ICT companies, Rabobank Group ICT has to implement an increasing number of software releases, while the time to market is decreasing. Rabobank Group ICT has implemented the ITIL-processes and uses the Change process for implementing these so called planned changes. • The data is provided for the following service desk processes: Interaction Management, Incident Management, Change Management (see below).

Process Owner Questions Rabobank Group ICT is looking for fact-based insight to predict the workload at the Service Desk and/or IT Operations after future changes. 1. 2. 3. 4. Identification of Impact-patterns Parameters for every Impact-pattern Change in Average Steps to Resolution Creativity challenge

2 Competitions 12 Submissions • The first challenge was specifically targeting researchers and professionals in the area of business process intelligence, (9 submissions) • The second challenge is targeting students (Bachelor, Master and Ph. D Students) (3 submissions)

Jury • • • Andrea Burattin Barbara Weber Jan Claes Lijie Wen Dirk Fahland Marcello La Rosa Anne Rozinat Jochen De Weerdt Andreas Rogge-Solti • • Joos Buijs Josep Carmona Jorge Munoz-Gama Claudio Di Ciccio Diogo R. Ferreira Maikel van Eck Bas van Zelst Boudewijn van Dongen

Some Jury Comments “I like how 13 clear patterns where defined, how a decision tree was presented to distinguish between them and how this served as a basis for the analysis, prediction and presentation of results. ” “I think this submission is best because it clearly defines and answers the questions from Rabobank. It also uses specific techniques to answer these questions, besides the standard process mining tools. ” “Now that's what I call a uniform agreement. ”

The Winners Student competition: Rabobank: A Process Mining Case Study Gabriele Cacciola, Raffaele Conforti and Hoang Nguyen Overall Winner of 2014: Service Desk and Incident Impact Patterns Following ITIL Change Implementation Pierre Buhler, Rob O' Callaghan, Soline Aubry, Danielle Dejoy, Emily Kuo, Natalie Shoup, Inayat Khosla, Mark Ginsburg, Nicholas Hartman and Nicholas Mcbride