Huiming Qu, Jimeng Sun and Hani Jamjoom
IEEE International Conference on Services Computing (SCC)
Honolulu, Hawaii, July 2008
Abstract. The interplay between labor arbitrage and consistent service
delivery in IT outsourcing continues to drive
business process standardization. New emerging
standards, like ITIL, is defining an industry-wide
taxonomy for IT service management. These standards
are often at a high level and require substantial
investment from service providers to define and
implement these standards across the various
low-level processes they offer. This paper presents
a process management system, called Cyano, that uses
social networks and recommendation to greatly
increase the effectiveness of process capture and
knowledge maintenance. We particularly focus on
Cyano’s social recommendation engine, called SCOOP,
which utilizes the intrinsic graph property of
process content for recommendation. More
specifically, SCOOP maintains a user-process
interaction graph G and computes the user-to-user
similarity scores using the random walk with restart
on G. Finally, we evaluate SCOOP in the context of a
large-scale deployment of Cyano, with thousands of
processes and users.
Bibtex.
@inproceedings{jamjoom-SCC-08-SCOOP,
author = {Huiming and Qu and Jimeng and Sun and Hani and Jamjoom},
title = {{SCOOP: Automated Social Recommendation in Enterprise Process}},
booktitle = {IEEE International Conference on Services Computing (SCC)},
address = {Honolulu, Hawaii},
month = {July},
year = {2008}
}