Table 6 Changes of the redesigned ITDM... | Emerald Publishing

Table 6

Changes of the redesigned ITDM approach

Step	Description	Role
1. Identify problem	Our example problem to change the car comprehensive claims handling resulted from a change in the policy/product portfolio. New information in the product led to new possibilities in claims handling	Claim Handler, Key User, PCA (architecture) Expert, External (audit)
2. Describe problem	Decision Point: The stakeholders can use available process data such as models, case numbers or number of variants to support problem definition and identify optimization possibilities If this data is not available, it can be a scoping requirement for the BPM department (which is responsible for process mining)	Claim Handler, Key User, Subject Matter Expert
3. Describe demand	Decision Point: Scoping for process mining data to define the data required for the demand verification and realization In our case, we requested the claims data to be extracted. Relevant information such as important events (list of events that are relevant for this type of claim) and the timeframe, were defined in this step. This creates a request for the BPM department, which is responsible to provide the data from process mining	Key User, Business Analyst, BPM
4. Verify demand	Decision Point: Process mining is used to discover the process and generate PPI such as number of cases, activities and variants. Process mining helped to display the as-is process and design the desired output (i.e. changes in the process). Process manager and key user utilized process mining to analyse how the demand will impact the process. Eventually, IT architecture did see dependencies to other components or to external services	Key User, Business Analyst
5. Realize demand	During development the IT expert was able to see dependencies to the external system, and at which time interfaces exchanged information. The development steps within a sprint are followed by a SIT (system integration test). After a successful SIT, UAT (user acceptance test) can start, and the documentation of the implementation/demand has to be finished. The (process) model created with process mining supports IT and users as this documentation guides testers to create test scenarios	IT, IT System Manager, Operations
6. Finish demand	Decision Point: Verify new process in quality system. After acceptance in a quality assurance system, the demand is finished, and the development/customizing is released to production. Process mining helped to approve the demand, by checking if the developments/changes are correctly implemented in the process. Process Mining data can be used for manual and automatic regression tests	IT, IT System Manager, Operations
7. Invoice demand	Decision Point: Use the process mining results for invoice clarification. The new process model (after the demand is running) was used for successful order confirmation. Invoicing process starts after the demand is accepted and finished	Operations, Demand Manager
8. Maintain demand	Decision Point: Real-time process documentation and monitoring. After the changes are in production and the process is changed, it will be maintained and monitored. Continuous reporting based on process mining would highly improve monitoring activities. Optimizations and improvements will be visible and can be proved and communicated. On-time monitoring of processes would be possible	IT Operations

Step	Description	Role
1. Identify problem	Our example problem to change the car comprehensive claims handling resulted from a change in the policy/product portfolio. New information in the product led to new possibilities in claims handling	Claim Handler, Key User, PCA (architecture) Expert, External (audit)
2. Describe problem	Decision Point: The stakeholders can use available process data such as models, case numbers or number of variants to support problem definition and identify optimization possibilitiesIf this data is not available, it can be a scoping requirement for the BPM department (which is responsible for process mining)	Claim Handler, Key User, Subject Matter Expert
3. Describe demand	Decision Point: Scoping for process mining data to define the data required for the demand verification and realizationIn our case, we requested the claims data to be extracted. Relevant information such as important events (list of events that are relevant for this type of claim) and the timeframe, were defined in this step. This creates a request for the BPM department, which is responsible to provide the data from process mining	Key User, Business Analyst, BPM
4. Verify demand	Decision Point: Process mining is used to discover the process and generate PPI such as number of cases, activities and variants. Process mining helped to display the as-is process and design the desired output (i.e. changes in the process). Process manager and key user utilized process mining to analyse how the demand will impact the process. Eventually, IT architecture did see dependencies to other components or to external services	Key User, Business Analyst
5. Realize demand	During development the IT expert was able to see dependencies to the external system, and at which time interfaces exchanged information. The development steps within a sprint are followed by a SIT (system integration test). After a successful SIT, UAT (user acceptance test) can start, and the documentation of the implementation/demand has to be finished. The (process) model created with process mining supports IT and users as this documentation guides testers to create test scenarios	IT, IT System Manager, Operations
6. Finish demand	Decision Point: Verify new process in quality system. After acceptance in a quality assurance system, the demand is finished, and the development/customizing is released to production. Process mining helped to approve the demand, by checking if the developments/changes are correctly implemented in the process. Process Mining data can be used for manual and automatic regression tests	IT, IT System Manager, Operations
7. Invoice demand	Decision Point: Use the process mining results for invoice clarification. The new process model (after the demand is running) was used for successful order confirmation. Invoicing process starts after the demand is accepted and finished	Operations, Demand Manager
8. Maintain demand	Decision Point: Real-time process documentation and monitoring. After the changes are in production and the process is changed, it will be maintained and monitored. Continuous reporting based on process mining would highly improve monitoring activities. Optimizations and improvements will be visible and can be proved and communicated. On-time monitoring of processes would be possible	IT Operations

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