Articles Published 17 January 2022

Business Process Analysis of Cloud Incident Management Service with Activity Assignment: A Case of PT. XYZ

Ngakan Made Satrya Wibawa
Faculty of Economic and Business, Telkom University, Bandung, Indonesia
Gadang Ramantoko
Faculty of Economic and Business, Telkom University, Bandung, Indonesia
Full text
PDF View full text 1 MB · 30 pages XML JATS full text 84 KB · machine readable
DOI 10.32890/jbma2022.12.1.3 Cite this article
Citations
2
OpenAlex, highest of the sources checked
Reads
424
Abstract + full text
Downloads
368
PDF and XML
Percentile
90th
By citations, works of the same year

Article

Abstract

PT. XYZ is one of the cloud computing service providers in Indonesia. XYZ company started banking and data center software business in 1987, in 2011, the company launched enterprise cloud computing services. This service provides virtual server infrastructure and combines it with network access. The increasing interest of customers who require cloud services allow disruptions to the resources which have been provided. As an experienced company, it has prepared for the disruptions with cloud service management which includes operational aspects of the services. To support the affected services, the company has a Standard Operating Procedure (SOP) which conforms with incident management. However, there are still problems that could potentially interfere with the incident handling process. This can be seen from the observations on the event log where there are indications that activities are not working properly. So, it is necessary to conduct business process analysis to optimize activities of incident management and end-to-end solutions to the customers. The research began with a literature review and data collection. Using the extraction of the event log data and the analysis process, it 806 cases and 5466 activities were found. Then the researchers conducted business process modeling from the event log to run process mining. From the results of process mining and the comparison with the SOP of PT. XYZ, it was found that the business process of incident handling was not implemented. And the average duration of incident handling was 3 to 4 days. This has an impact on the fees charged by PT. XYZ. The result of this research, by processing the data and analyzing the business processes, is knowing the implications for PT. XYZ. Based on the analysis, the researchers provide recommendations that the incident management must increase responsiveness between the service desk and each support team. The optimal incident management development needs to be formed by a functional team for incident monitoring and auto-closed system within a particular time.

Keywords
Business Process Process Mining Incident Management Event Log

How to Cite

How to Cite

Business Process Analysis of Cloud Incident Management Service with Activity Assignment: A Case of PT. XYZ. (2022). Journal of Business Management and Accounting, 12(1), 51-80. https://doi.org/10.32890/jbma2022.12.1.3

Metrics & impact

Citations by source

Harvested 02-09-2026

Counts differ by index because each source crawls a different corpus. Crossref counts only registered reference lists; Google Scholar includes theses, preprints and grey literature.

OpenAlex
2
Open corpus, updated daily View →
OpenCitations
2
Open references only View →
Crossref
2
Deposited reference lists only View →
Scopus
0 Not indexed
Indexed titles only View →
Google Scholar
Publishes no citation count that can be read automatically.
Includes theses and preprints Search →
Dimensions
Publishes no citation count that can be read automatically.
Includes policy documents Search →

Citations over time

New citations recorded in each year, as reported by OpenAlex.

1
1
0
0
2023 2024 2025 2026

Reads & downloads

Abstract views 424
PDF downloads 368
XML downloads 0
Counted under COUNTER Release 5 rules; known robots excluded.

Attention beyond citation

Citation percentile 90th
Field-weighted citation impact 0.37
Works this article cites 22

From OpenAlex. A field-weighted impact of 1.00 is the world average for work of the same field, type and year. No Altmetric key is configured, so news, policy and social attention are not shown.

Identifiers
DOI · 10.32890/jbma2022.12.1.3
OpenAlex · W4210868605

References

References 28
Deposited to Crossref with the article DOI
  1. Aalst, W. M. P. (2016). Process Mining: Data Science in Action (2nd ed.). Berlin, Heidelberg: Springer.
  2. Agutter, C. (2019). ITIL 4 Essentials (2nd ed). United Kingdom, Cambridgeshire: IT Governance Publishing Ltd.
  3. Attaran, M., & Woods, J. (2018). Cloud computing technology: Improving small business performance using the internet. Journal of Small Business & Entrepreneurship, 13(2), 94-106. doi:10.1080/08276331.2018.1466850
  4. Brocke, J. V., & Rosemann, M. (2015). Business Process Management. Wiley Encyclopedia of Management, 1–9. https://doi.org/10.1002/9781118785317.weom070213
  5. Burattin, A. (2015). Process Mining Techniques in Business Environments. Switzerland: Springer.
  6. Burlton, Roger T. (2001). Business Process Management: Profiting from Process. USA, Indiana Polis: Sams Publishing.
  7. Ciesielska, M. (2017). Implementation of itil service lifecycle in small and medium-sized enterprises of polish ICT sector. Information System in Management, 6(2), 85–96. doi:10.22630/isim.2017.6.2.1.
  8. Dumas, M., La Rosa, M., Mendling, J., & Reijers, H. A. (2018). Fundamentals of Business Process Management. Springer. Switzerland.
  9. Effendi, Y. A., & Nuzulita, N. (2019). Process discovery of business processes using temporal causal relation. Journal of Information Systems Engineering and Business Intelligence, 5(2), 183. doi: 10.20473/jisebi.5.2.183-194.
  10. Fani Sani, M. (2020). Preprocessing Event Data in Process Mining. Proceedings of the Doctoral Consortium Papers Presented at the 32nd International Conference on Advanced Information Systems Engineering, France, June 08 – June 12. pp. 1-10. Retrieved from http://ceur-ws.org/Vol-2613/paper1.
  11. Foo, A. T. L., Mah, P. Y., Ng, A. C. S., & Choy, J. Y. (2020). The changeless core in a changing business environment. Journal of Business Management and Accounting, 10(1), 95–107. doi: 10.32890/jbma2020.10.1.6
  12. Frost & Sullivan. (2018, 25 May). Digital Marketing Overview: Indonesia. Industry Research Analysis. Retrieved November 12, 2020 from https://ww2.frost.com
  13. Hammer, M. (2015). “What is business process management?”, International Handbooks on Information Systems, in: Brocke J., & Rosemann, M. (ed) Handbook on Business Process Management 1 (1st ed.). Berlin, Heidelberg: Springer. doi:10.1007/978-3-642-45100-3_1
  14. Indrawati. (2015). Metode Penelitian Manajemen dan Bisnis: Konvergensi Teknologi Komunikasi dan Informasi. Indonesia, Bandung: Refika Aditama.
  15. Kaiser, A. K. (2017). Become ITIL Foundation Certified in 7 Days: Learning ITIL Made Simple with Real-life Examples. USA, California: Apress Media.
  16. Kaiser, A. K. (2020). Become ITIL® 4 Foundation Certified in 7 Days: Understand and Prepare for the ITIL Foundation Exam with Real-life Examples (2nd ed.). USA, California: Apress Media. Renato Neder, Paulo Ramalho, Olivan Rabelo, Elizandra Zambra, Cristiano Maciel & Nathalia Benevides. (2018). Business Process Management: Terms, Trends and Models. 163-170. doi: 10.15439/2018F334.
  17. Mesbahi, M. R., Rahmani, A. M. & Hosseinzadeh, M. (2018). Reliability and High Availability in Cloud Computing Environments: A Reference Roadmap. Human-centric Computing and Information Sciences, 8(1). doi:10.1186/s13673-018-1043
  18. Menon. (2020, November 12). Process flow status and the lifecycle of an incident request - Documentation for Remedy Service Desk 18.05 - BMC Documentation. Retrieved from https://docs. bmc.com/docs/servicedesk1805/process-flow-status-and-the-lifecycle-of-an-incident-request-805363805.html.
  19. Modisane, P. & Jokonya, O. (2021). Evaluating the benefits of Cloud Computing in Small, Medium and Micro-sized Enterprises (SMMEs). Procedia Computer Science, 181, 784-792. doi:10.1016/j.procs.2021.01.231
  20. Nafasa, P., Waspada, I., Bahtiar, N., & Wibowo, A. (2019). Implementation of Alpha Miner Algorithm in Process Mining Application Development for Online Learning Activities Based on MOODLE Event Log Data. 2019 3rd International Conference on Informatics and Computational Sciences (ICICoS). Published. doi:10.1109/icicos48119.2019.8982384
  21. Nath, M. P., Sridharan, R., Bhargava, A., & Mohammed, T. (2019). Cloud computing: an overview, benefits, issues & research challenges. International Journal of Research and Scientific Innovation (IJRSI), 6 (II), February 2019.
  22. Putri, L. S., & Ramantoko, G. (2020). Implementasi Process Mining Dengan Metode Process Discovery Studi Kasus Pada Aplikasi Integrated Flexible Learning Experience (IFLEX). Jurnal Ekonomi : Journal of Economic, 11(2). doi:10.47007/jeko.v11i2.3379
  23. Rosing, M. von, Scheel, H. von & Scheer, A.-W. (2015). The Complete Business Process Handbook: Body of Knowledge from Process Modeling to BPM. Volume I (1st ed.). San Francisco, CA: Morgan Kaufmann Publishers Inc.
  24. Schnepp, R., Vidal, R., & Hawley, C. (2017). Incident Management for Operations (1st ed.). Sebastopol, CA: O’Reilly Media Inc.
  25. Sekaran, U., & Bougie, R. (2016). Research Methods for Business: A Skill Building Approach (7th ed.). New York: Wiley
  26. Vázquez-Barreiros, B., Chapela, D., Mucientes, M., Lama, M., & Berea, D. (2016). Process Mining in IT Service Management: A Case Study. International Workshop on Algorithms & Theories for the Analysis of Event Data. Brussels. Belgium.
  27. Wilianto, & Fitri, I. (2015). Information Technology Service Management with Cloud Computing Approach to Improve Administration System and Online Learning Performance. CommIT (Communication and Information Technology) Journal, 9(2), 51–57. doi.org:10.21512/commit.v9i2.1655
  28. Weske, Mathias. (2019). Business Process Management – Concepts, Languages, Architectures (3rd ed). Springer.Berlin.