Service-oriented computing, an emerging paradigm for architecting and implementing
business collaborations within and across organizational boundaries, is currently of interest …

Process mining aims at extracting information from event logs to capture the business
process as it is being executed. In spite of many researchers' persistent efforts, there are still …

IT problem management calls for quick identification of resolvers to reported problems. The
efficiency of this process highly depends on ticket routing---transferring problem ticket …

Abstract The Business Process Execution Language for Web Services (BPEL) has emerged
as a standard for specifying and executing processes. It is supported by vendors such as …

With the rapid development of the Internet and the continuous progress of computer science
and technology, Internet-based online trading has developed rapidly and improved the …

Process mining has made significant progress in less than a decade since its inception.
Process mining techniques attempt to extract non-trivial process related knowledge and …

Recently, languages such as BPEL and WS-CDL have been proposed to describe
interactions between services and their behavioral dependencies. The emergence of these …

Managing problem tickets is a key issue in IT service industry. A large service provider may
handle thousands of problem tickets from its customers on a daily basis. The efficiency of …

Web service compositions are becoming more and more complex, involving numerous
interacting ad-hoc services. These services are often implemented as business processes …

Ticket routing is key to the efficiency of IT problem management. Due to the complexity of
many reported problems, problem tickets typically need to be routed among various expert …