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DMISTA: Conceptual Data Model for Interactions in Support Ticket Administration

: Changing business models and dynamic markets in the globally connected world results in more and more complex system environments. The IT service infrastructure as enabler of innovative business models has to support these innovations by providing agile methods to quickly adapt to new use-cases. This underlines the need to manage the digitized environment systematically in order to foster efficiency. IT Service Management (ITSM) as a discipline evolved and now provides the framework to orchestrate the complexity in Information Technology. The activities, processes, and capabilities to maintain the portfolio are served by individuals, who interact with each other. There is an emphasized need for identifying, acquiring, organizing, storing, retrieving, and analyzing data related to human interaction processes to support finally the business processes. This paper proposes a conceptual data model to capture information about human interactions during support ticket administration (DMISTA). The presented model-structure and -requirements allow for efficient selection of appropriate data for various data science use-cases to understand and optimize business processes. The DMISTA supports different types of relationships (based on causality, joint cases, and joint activities) to enable efficient processing of specific analysis methods. The applicability of the model is shown based on a typical use-case.