Conformance Checking and Discovery of Information Service Request Process

In this work, the process mining technology is applied for conformance checking and discovery of the Information Service Request process of an organization as a case study. Currently, the reference model was drawn as a simple flow using Microsoft. The proposed method starts with writing a VBA script to extract traces from the drawing that enables the generation of XES file used for modeling the reference process in BPMN which is more standardized notation. Meanwhile, the actual process is investigated via the collected event logs. The open-source ProM with the plug-in Inductive visual Miner is utilized for identifying and analyzing the deviations, not conform to the reference model. The discovered actual process is then created in BPMN. The findings would benefit further bottleneck exploration and performance analysis for process improvement. The approach also facilitates modeling the organization's process with standard notation.