| Title |
Digitalization of IT helpdesk operations based on executable business process models and artificial intelligence technology |
| Authors |
Gudauskas, Saulius ; Skersys, Tomas |
| Full Text |
|
| Is Part of |
CEUR Workshop proceedings: IVUS 2025: proceedings of the 30th international conference on information society and university studies (IVUS 2025), Kaunas, Lithuania, 15 May 2025 / edited by: I. Veitaitė, A. Lopata, T. Krilavičius, M. Woźniak.. Aachen : CEUR-WS. 2026, vol. 4213, p. 115-124.. ISSN 1613-0073 |
| Keywords [eng] |
Helpdesk operations ; executable business process model ; BPMN ; Camunda ; artificial intelligence1 |
| Abstract [eng] |
The paper focuses on the basic aspects of digitizing IT Helpdesk operations by using business process execution and artificial intelligence technologies within the Camunda business process management platform. The paper overviews a common process for resolving customer IT issues performed by helpdesk personnel in a real-world, medium-sized enterprise and then introduces improvements to it. The improved business process is then digitalized using the Camunda platform and integrated with an artificial intelligence component. Early experiments have shown that the developed digital solution increases the effectiveness of IT Helpdesk operations by reducing the workload of the helpdesk personnel and speeding up resolution of IT-related issues. |
| Published |
Aachen : CEUR-WS |
| Type |
Conference paper |
| Language |
English |
| Publication date |
2026 |
| CC license |
|
