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Business Process Analysis and Academic Information System Audit of Helpdesk Application using Genetic Algorithms a Process Mining Approach

2019; Elsevier BV; Volume: 161; Linguagem: Inglês

10.1016/j.procs.2019.11.198

1877-0509

Astrid Shofi Dzihni, Rachmadita Andreswari, Muhammad Azani Hasibuan,

Software Engineering Techniques and Practices

The purpose of making an Academic Information System is to support the process of academic activities effectively and efficiently. Telkom University is an institution that already has an Academic Information System called Integrated Academic Information System or I-Gracias. I-Gracias uses a single sign-on system which means one user for all applications. The Helpdesk application is one application that supports this institution. The Helpdesk application has 4 categories of complaints, namely Serial Number License, Website / Subdomain, Academic I-Gracias, and Non-Academic I-Gracias. With the various complaints categories in the Helpdesk application, Helpdesk application actually promises time with the same service standards, its 3 days for a maximum by filling in the same format in each category. The time is considered not enough to describe the process of handling the services of the Helpdesk application. Therefore, to find out the student activities in the Helpdesk application, a modeling process is carried out to find activities that have the longest time. To find out the time of each activity by the user, an audit process is to find out activities that have the longest time by the process mining approach to obtain modeling. Identification of the modeling process using process mining approach by utilizing the event log on i-Gracias. This modeling process uses a genetic algorithm because it is considered capable of making business process modeling accurately. After obtaining a process model, an audit is carried out by analyzing the bottleneck for each activity. The results show that the resulting process model is good with fitness values, precision and structure are 0.9994142, 0.7653061 and 1 respectively. Modeling in performance analysis shows the bottleneck in two activities, Input Ticket and See Ticket Progress. Bottlenecks show that business processes in the Helpdesk application has problems in resolving complaints through academic information systems.