“I NEED HELP – NOW!”: THE ROLE OF TECHNICAL SUPPORT IN THE PROCESS OF IS USE COPING

2023 | European Conference On Information Systems | Citations: 0

Authors: Blass, Marlene; Hörold, Felix; Schoch, Manfred

Abstract: IS research has identified technical support as an important organizational mea ... Expand

Abstract: IS research has identified technical support as an important organizational measure that increases user satisfaction and may reduce technostress. Yet, the effectiveness of such offers is dependent on whether and how users utilize them. Research has shown that there are manifold different coping sequences that users take after discrepant IT events. However, insights on the intersection between technical support and the user's own coping sequences are missing so far. To address this gap, we conduct a qualitative interview study with 31 users of technical support in a German service organization. We develop a process model that explains the coping sequences taken by users after experiencing a discrepant IT event and identify factors that influence how and why they contact technical support. Thus, we provide insights on the effective utilization of technical support and derive measures on how to best support employees in their coping efforts. Collapse

Topics: system support technostress information system use service desk database system

Methods: qualitative interview business process modeling qualitative content analysis personal interview modeling language

AI-Enhanced Hybrid Decision Management

2023 | Business & Information Systems Engineering | Citations: 0

Authors: Bork, Dominik; Ali, Syed Juned; Dinev, Georgi Milenov

Abstract: The Decision Model and Notation (DMN) modeling language allows the precise speci ... Expand

Abstract: The Decision Model and Notation (DMN) modeling language allows the precise specification of business decisions and business rules. DMN is readily understandable by business users involved in decision management. However, as the models get complex, the cognitive abilities of humans threaten manual maintainability and comprehensibility. Proper design of the decision logic thus requires comprehensive automated analysis of e.g., all possible cases the decision shall cover; correlations between inputs and outputs; and the importance of inputs for deriving the output. In the paper, the authors explore the mutual benefits of combining human-driven DMN decision modeling with the computational power of Artificial Intelligence for DMN model analysis and improved comprehension. The authors propose a model-driven approach that uses DMN models to generate Machine Learning (ML) training data and show, how the trained ML models can inform human decision modelers by means of superimposing the feature importance within the original DMN models. An evaluation with multiple real DMN models from an insurance company evaluates the feasibility and the utility of the approach. Collapse

Topics: artificial intelligence explainable artificial intelligence perceived usefulness price management extensible markup language

Methods: computational algorithm decision tree classification experiment conceptual modelling simulation

EMBRACING CONCEPTUAL MODELLING TO ENABLE THE MEDIATION ROLE OF ENTERPRISE INFORMATION SYSTEMS

2023 | European Conference On Information Systems | Citations: 0

Authors: Chis, Andrei; Ghiran, Ana-Maria

Abstract: Nowadays, digital environments are critical regarding the way enterprise operat ... Expand

Abstract: Nowadays, digital environments are critical regarding the way enterprise operations are conducted and how enterprises are being developed. Traditional information systems used by enterprises need to evolve to accommodate the shift of their role from representation to mediation, role that has been recently conceptualized but not sufficiently researched to identify means that enable its operationalization across domains and purposes. This work identifies what are the key enablers and how should these be applied regardless of the domain of interest. For this, our paper showcases as a proof-of-concept artifact that operationalizes the before mentioned new role of the IS. Our proposal relies on Conceptual Modelling together with all the other related enablers like Digital Twins, metamodelling platforms or model-driven operation. Our example concerns the modern organization that continuously aims to become more innovative and gain competitive advantage therefore, it employs smart devices like drones in different business operations. Collapse

Topics: Python systems development digital twin usability production management

Methods: design science design artifact business process model and notation modeling language metamodel

A Reference Architecture for a Workflow Management System Front End Designed for Augmented Reality Headsets

2023 | European Conference On Information Systems | Citations: 0

Authors: Damarowsky, Johannes; Kuehnel, Stephan; Böhmer, Martin; Sackmann, Stefan

Abstract: A well-known approach to managing and controlling workflows in organizations is ... Expand

Abstract: A well-known approach to managing and controlling workflows in organizations is the workflow management system (WFMS). Recently, approaches utilizing augmented reality headsets as WFMS front ends have been discussed, enabling higher efficiency, effectiveness, and usability for certain application scenarios. However, existing design-oriented approaches lack tangible guidance for implementation. A well-known approach to address such knowledge gaps is a reference architecture, which inter alia reduces development times and risks and facilitates collaboration between developers. Based on an existing tentative design theory for an augmented reality-based WFMS front end, we contribute a reference architecture containing an extended design theory, user interface design, and UML models for use cases, components, classes, and sequence flows. The reference architecture was successfully operationalized in a prototype and positively evaluated via a survey of respective users. Collapse

Topics: usability user interface augmented reality smart device enterprise architecture

Methods: design science design artifact unified modeling language business process model and notation modeling language

Theories: unified theory of acceptance and use of technology

AI-augmented Business Process Management Systems: A Research Manifesto

2023 | ACM Transactions on Management Information Systems | Citations: 0

Authors: Dumas, Marlon; Fournier, Fabiana; Limonad, Lior; Marrella, Andrea; Montali, Marco; Rehse, Jana-Rebecca; Accorsi, Rafael; Calvanese, Diego; De Giacomo, Giuseppe; Fahland, Dirk; Gal, Avigdor; La Rosa, Marcello; Völzer, Hagen; Weber, Ingo

Abstract: AI-augmented Business Process Management Systems (ABPMSs) are an emerging class ... Expand

Abstract: AI-augmented Business Process Management Systems (ABPMSs) are an emerging class of process-aware information systems, empowered by trustworthy AI technology. An ABPMS enhances the execution of business processes with the aim of making these processes more adaptable, proactive, explainable, and context-sensitive. This manifesto presents a vision for ABPMSs and discusses research challenges that need to be surmounted to realize this vision. To this end, we define the concept of ABPMS, we outline the lifecycle of processes within an ABPMS, we discuss core characteristics of an ABPMS, and we derive a set of challenges to realize systems with these characteristics. Collapse

Topics: artificial intelligence knowledge graph business process management business process management system

Methods: natural language processing machine learning modeling language business process model and notation business process modeling

Mastering Agile Practice Adoption through a Model-Driven Approach for the Combination of Development Methods

2023 | Business & Information Systems Engineering | Citations: 0

Authors: Giachetti, Giovanni; de la Vara, José Luis; Marín, Beatriz

Abstract: Many software companies are adapting their traditional development processes to ... Expand

Abstract: Many software companies are adapting their traditional development processes to incorporate agile practices. In this context, it is necessary to count on expert knowledge to evaluate different agile practices and configure them according to project needs. However, this expert knowledge is scarce, difficult to validate, and time-consuming, since it is applied manually. As a solution, the paper presents a model-driven approach, called SIAM, which automatically generates guidelines for the adoption of agile practices through the combination of different development methods. SIAM is supported by a meta-model architecture to implement a knowledge repository that characterizes method configuration decisions, which can be reused in different development projects. SIAM has been implemented in a tool suite that facilitates the specification of models and the identification of issues during the definition of the development processes. The approach has been successfully applied to reconfigure an industrial development process with agile methods, showing that the effort required for tailoring agile practices according to organizational standards is considerably reduced. Collapse

Topics: agile software development Scrum knowledge repository system development method waterfall model

Methods: design methodology business process modeling case study metamodel design science

SIREN: Designing Business Processes for Comprehensive Industrial IoT Security Management

2023 | DESRIST | Citations: 0

Authors: Hornsteiner, Markus; Schönig, Stefan

Abstract: The Industrial Internet of Things (IIoT) paradigm means that “things” in an indu ... Expand

Abstract: The Industrial Internet of Things (IIoT) paradigm means that “things” in an industrial context are equipped with connectivity. The convergence of formerly isolated Operational Technology with IT provides disruptive opportunities for organizations but is also vulnerable to cyberattacks. To mitigate these risks, the IEC62443 standard was developed, which will be mandatory for critical infrastructure organizations due to the EU Cybersecurity Act. This standard demands various requirements for the technology and organizational aspects of organizations. To implement the standard’s technical requirements and demonstrate compliance, applications can be used. This paper utilizes Design Science Research (DSR) to design, develop, and demonstrate Security Iiot pRocEss Notation (SIREN), an approach based on Business Process Model and Notation (BPMN) to model and monitor processes and compliance. Previous research have yet to cover the IIoT explicitly and lack the monitoring of the modeled attributes. Therefore, a novel specialized approach is presented, enhancing the model with monitorable attributes based on the standard. Thus, this paper presents a BPMN-based approach to model and monitor security-aware processes in IIoT. Collapse

Topics: Python evaluation criteria extensible markup language IT security requirements analysis

Methods: modeling language business process model and notation business process modeling personal interview design artifact

DDPS: A Project Methodology for Data-Driven Process Simulation

2023 | Americas Conference on Information Systems | Citations: 0

Authors: Oberle, Laura Johanna; Aa, Han van der

Abstract: Business Process Simulation (BPS) is commonly used by decision makers to evalua ... Expand

Abstract: Business Process Simulation (BPS) is commonly used by decision makers to evaluate the expected impact of process changes, without interfering in running systems. Though powerful, the benefits of BPS are highly dependent on the quality of the employed simulation model. Given that both manual and automated approaches have their limitations, we propose that simulation models should rather be created using a project-based approach, in which data-driven analysis techniques are applied in a manner tailored to the characteristics of the project at hand. In this work, we provide guidance for this by proposing DDPS, a project methodology for Data-Driven Process Simulation. The methodology guides users through project preparation and parameter estimation to the creation and validation of the simulation model itself, i.e., a digital twin derived from execution data. Overall, DDPS thus supports practitioners by making the proper execution of BPS projects more feasible. Collapse

Topics: process mining business process management data quality usability

Methods: simulation qualitative interview business process modeling business process model and notation modeling language

A FRAMEWORK TO ASSESS THE SUITABILITY OF LOW-CODE FOR BPM

2023 | European Conference On Information Systems | Citations: 0

Authors: Sadovnikov, Kirill; Sweijen, Robbert; Werf, Jan Martijn van der; Weerd, Inge van de

Abstract: Organizations across all industries seek efficiency, digitization, and automati ... Expand

Abstract: Organizations across all industries seek efficiency, digitization, and automation of their business processes in current times. Low-code development platforms (LCDPs) promise time and cost reduction through rapid and easy-to-use application assembly. Even so, many organizations struggle to understand and identify digital solutions that can advance their business processes. Therefore, we propose a conceptual framework for organizations to assess their business process management (BPM) initiative for LCDP suitability. The framework is developed through a study of literature, a focus group, and expert interviews, resulting in 18 factors to be assessed by organizations. An evaluation using fictitious use case analyses showed that the model was well-received, especially with regard to its completeness and operationality. To the best of our knowledge, this is the first work studying organizational adoption of low-code for the sake of BPM initiatives. Collapse

Topics: low code development platform business process management business process management system evaluation criteria enterprise information system

Methods: focus group qualitative interview simulation design science modeling language

Introduction to the Minitrack on Enterprise Ecosystem: Extending and Integrating Technology Serving the Enterprise

2023 | HICSS | Citations: 0

Authors: Schmidt, Pamela; Freeze, Ronald; Narasimhan, Sathya

Abstract: ... Expand

Abstract: Collapse

Topics: enterprise resource planning cloud computing organizational value business process management enterprise information system

Methods: modeling language business process model and notation experiment design artifact experimental group