A key requirement for service providers is to define, manage and deliver Information
Technology (IT) services to effectively support business goals and customer needs. Several …

Process performance indicators (PPIs) allow the quantitative evaluation of business
processes, providing essential information for decision making. It is common practice today …

Abstract Business Process Management (BPM) has developed as a research field centered
within the computer and information systems sciences–but also touching other fields as well …

Abstract Knowledge absorption, information, and management tactics play a vital role for
organizations to pursue process improvement. In this work, we aim to support organizations …

Knowledge-intensive Processes (KIPs) are processes whose execution is heavily
dependent on knowledge workers performing various interconnected knowledge-intensive …

Monitoring process performance is an important means for organizations to identify
opportunities to improve their operations. The definition of suitable Process Performance …

Business Process models help to visualize processes of an organization. In enterprises,
these processes are often specified in internal regulations, resolutions or other law acts of a …

The modeling and management of business processes often leads to the definition of
several variants of the same process. This variability can be reflected in different process …

This paper is devoted to solving inverse problems of simulation modeling, which are
presented in the form of an optimization problem. The article discusses the use of direct …

Processes within organizations can be highly complex chains of inter-related steps,
involving numerous stakeholders and information systems. Owing to this complexity, having …