Using process mining to identify coordination patterns in IT service management

Theresa M. Edgington, Raghu Santanam, Ajay S. Vinze

Research output: Contribution to journalArticlepeer-review

20 Scopus citations


We empirically analyze the database used in the help desk process between a national US public agency and its global outsourcing provider. We considered the question of whether the database might reveal a deeper level of knowledge than was apparent from direct inspection. Our results reveal that four constructs underlie this process. Three are confirmed through covariance-based structural equation modeling and a fourth is implied through existing data. Our results suggest refinement in service level agreements to create a different type of governance coordination to assist in aligning the outsourcing provider's execution more closely with the client's needs.

Original languageEnglish (US)
Pages (from-to)175-186
Number of pages12
JournalDecision Support Systems
Issue number2
StatePublished - May 1 2010


  • Adaptive structuration
  • Coordination theory
  • Covariance-based Structural Equation Modeling (SEM)
  • EQS
  • Help desk
  • IT service management

ASJC Scopus subject areas

  • Management Information Systems
  • Information Systems
  • Developmental and Educational Psychology
  • Arts and Humanities (miscellaneous)
  • Information Systems and Management


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