The Use of Process Mining Technology in Business Process Improvement of IS I.D.E.A. in PJSC Gazprom Neft

The use of ERP, CRM, ITSM information systems is a part of daily working processes performed in the vast majority of modern companies. The significant volume of data, users, documents interacting or uploaded into the system exaggerates the analysis of the performance and efficiency of the systems, making traditional methods of process analysis, such as surveys or field research with employees or customers, expensive and time-consuming. The solution to this problem is the Process Mining techniques. This data mining technology aimed to build models of actually executed processes based on data retrieved from information systems in which the processes were executed. Reducing the time of processing large amounts of data by integrating machine learning into the analytics steps, Process Mining models allow visualising processes, identifying areas for potential business-processes optimisation founding on the calculation of process metrics. The Thesis Paper describes the use of Process Mining Technology on the example of business-process improvement of IS I.D.E.A. in PJSC Gazprom Neft. The solution developed for the company by the Thesis Author was approved by the project customer and implemented in the business-processes of IS I.D.E.A.