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Supporting Behavioral Consistency in Adaptive Case Management

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Supporting Behavioral Consistency in Adaptive Case Management DISSERTATION / DOCTORAL THESIS Titel der Dissertation / Title of the Doctoral Thesis Supporting Behavioral Consistency in Adaptive Case Management verfasst von / submitted by Christoph Kaineder angestrebter akademischer Grad / in partial fulfilment of the requirements for the degree of Doktor der technischen Wissenschaften (Dr.techn.) Wien, 2019 / Vienna 2019 Studienkennzahl lt. Studienblatt / A 786 880 degree programme code as it appears on the student record sheet: Dissertationsgebiet lt. Studienblatt / Informatik field of study as it appears on the student record sheet: Betreut von / Supervisor: Univ.-Prof. Dr. Uwe Zdun Vita From 2014 to 2018, Christoph Kaineder was a research associate at the Faculty of Computer Science at the University of Vienna, Austria. In December 2013 he received a master’s degree in computer science. Christoph has published more than 15 peer-reviewed scientific papers, and has participated in two research projects, CACMTV (Content-Aware Coding for Mobile TV) and CACAO (Consistency Checking, Recommendations, And Visual Modeling For Ad Hoc Changes By Knowledge Workers In Adaptive Case Management). i Acknowledgment First of all, I would like to thank my advisor Prof. Uwe Zdun for his continuous support, patience, and encouragements during the past years, which shaped my scientific thinking and work. I am also very grateful for the excellent working environment. It has always been a pleasure to spend time with my colleagues, both at work and in my free time. Thank you to all co-authors for their help and contributions. I would also like to acknowledge the work of the anonymous reviewers of my scientific contributions, which helped me to continuously rethink and improve my work. Many thanks to all those who were willing to participate in experiments, to the FFG (Die Österreichische Forschungsförderungsgesellschaft) for the funding of the CACAO project (no. 84346) and to ISIS Papyrus for the professional cooperation and additional resources. Finally, I would like to mention the two most important people of my life, my son Konstantin born in September 2017 and my wife Gerlinde. Thank you for your patience and support. I am happy that we are a family. iii Abstract Adaptive Case Management (ACM) is part of an ongoing trend in the field of business process management that aims to enable highly flexible process-aware information systems. ACM fol- lows a non-prescriptive paradigm. That is, the business users have the freedom to decide what is to be done in order to achieve a business goal. Consequently, processes in ACM range between semi-structured and completely unstructured, and ad hoc actions can be performed in reaction to unforeseeable events. This high degree of flexibility comes along with challenges regarding behavioral consistency. Many knowledge-intensive domains are subject to a vast and ever-growing amount of behavioral constraints stemming from sources such as laws, standards, business contracts, and best prac- tices, to name but a few. To preserve the high flexibility of ACM during case execution, such behavioral constraints must be integrated with great care. In particular, it must be avoided to introduce any kind of rigidness that would pose an obstacle for flexibility during case execution since flexibility is the core feature and a major selling point of ACM. Moreover, during the de- sign of case templates, which can be used as basis for case execution, business administrators are challenged not to introduce errors that would lead to behavioral inconsistencies during case execution. While the state of the art provides numerous approaches for behavioral verification of flow-driven business processes, case modeling is a relatively new paradigm with a lack of sufficient support for behavioral verification. This thesis aims to make formal/technical as well as empirical contributions to support behav- ioral consistency in ACM. To support business administrators during the creation or amendment of case templates, this thesis proposes an approach for the efficient behavioral verification of case templates based on reduction techniques and model checking. By offering a business- driven approach based on business ontology and high-level behavioral patterns for the creation of behavioral constraints, business users are enabled to specify behavioral constraints using the language and terminology of their business domain. This approach shifts the control over the im- plemented constraints to the business domain, and the constraints are used during case execution for supporting the business users in staying consistent with desired behaviors. On the technical side, behavioral constraints are often formalized in temporal logics, most notably Linear Tem- poral Logic (LTL). While business users are shielded from the complexity of temporal logics by v highly abstracted patterns, technical users who implement these patterns are challenged to write correct LTL formulas. To support the creation of correct LTL formulas, plausibility checking of LTL formulas is proposed. The plausibility checking approach makes use of Event Processing Language (EPL) for the creation of plausibility specifications. The results of three controlled experiments on the understandability of behavioral constraint representations (with 70, 146 and 215 participants) suggest that EPL specifications are significantly more understandable than LTL specifications. The same empirical studies also suggest that the highest degree of understand- ability is provided by using a pattern-based approach for behavioral consistency specifications, which provides evidence that this approach is highly suitable for defining behavioral constraints in ACM. Another empirical study with 116 participants focused on the understandability of tex- tual and graphical pattern-based behavioral constraint representations. The results of this study suggest that there are no significant differences in understandability between graphical and tex- tual pattern-based behavioral constraint representations. vi Zusammenfassung Adaptive Case Management (ACM) ist Teil eines sich abzeichnenden Trends im Bereich des Geschäftsprozessmanagements, der hochflexible, prozess-getriebene Informationssysteme er- möglichen soll. ACM folgt dabei einem nicht-präskriptiven Paradigma, was bedeutet, dass die Geschäftsbenutzer die Freiheit haben zu entscheiden, was zu tun ist, um ein Geschäftsziel zu erreichen. Folglich sind die Prozesse in ACM halbstrukturierten bis vollständig unstrukturiert, und Ad-hoc-Aktionen können als Reaktion auf unvorhersehbare Ereignisse ausgeführt werden. Diese hohe Flexibilität ist mit Herausforderungen hinsichtlich der Konsistenz mit erwünsch- tem Verhalten während der Fallausführung verbunden. Viele wissensintensive Bereiche unter- liegen einer großen und ständig wachsenden Anzahl von Verhaltensbeschränkungen, die sich aus Quellen wie Gesetzen, Standards, Geschäftsverträgen und Best Practices ergeben, um nur einige zu nennen. Um die hohe Flexibilität von ACM während der Umsetzung von Fällen zu bewahren, müssen solche Verhaltensbeschränkungen mit großer Sorgfalt integriert werden. Ins- besondere muss vermieden werden, dass irgendeine Art von Starrheit eingeführt wird, die ein Hindernis für die Flexibilität bei der Behandlung von Fällen darstellen würde, da Flexibilität das Kernmerkmal und ein wichtiges Verkaufsargument von ACM ist. Bei der Entwicklung von Fall- vorlagen, die als Grundlage für die Umsetzung von Fällen verwendet werden können, werden Geschäftsadministratoren darüber hinaus aufgefordert, keine Fehler einzuführen, die zu Verhal- tensinkonsistenzen während der Fallausführung führen würden. Während der Stand der Tech- nik zahlreiche Ansätze für die Verhaltensverifizierung von flussgetriebenen Geschäftsprozessen bietet, ist die Fallmodellierung ein relativ neues Paradigma mit einem Mangel an ausreichender Unterstützung für die Verhaltensverifizierung. Diese Arbeit zielt darauf ab, formale/technische sowie empirische Beiträge zur Unterstüt- zung der Verhaltenskonsistenz in ACM zu leisten. Zur Unterstützung von Unternehmensadmi- nistratoren bei der Erstellung oder Änderung von Fallvorlagen wird in dieser Arbeit ein Ansatz zur effizienten Verhaltensverifikation von Fallvorlagen vorgeschlagen, der auf Reduktionstech- niken und Modellprüfungen basiert. Durch die Bereitstellung eines geschäftsorientierten An- satzes auf der Grundlage von Geschäftsontologie und hoch abstrahierte Verhaltensmustern zur Schaffung von Verhaltensbeschränkungen können Geschäftsbenutzer Verhaltensbeschränkun- gen anhand der Sprache und Terminologie ihres Geschäftsbereichs festlegen. Dieser Ansatz vii verlagert die Kontrolle über die implementierten Einschränkungen auf die Geschäftsdomäne, und die Einschränkungen werden während der Fallausführung verwendet, um die Geschäfts- benutzer dabei zu unterstützen, mit den gewünschten Verhaltensweisen konsistent zu bleiben. Auf der technischen Seite werden Verhaltensbeschränkungen häufig in zeitlichen Logiken for- malisiert, vor allem in Linear Temporal Logic (LTL). Während Geschäftsbenutzer durch hoch abstrahierte Muster von der Komplexität temporaler Logiken abgeschirmt sind, sind techni- sche Benutzer, die diese Muster implementieren, gefordert, korrekte LTL-Formeln zu schrei- ben. Um die Erstellung korrekter LTL-Formeln zu unterstützen, wird eine Plausibilitätsprüfung von LTL-Formeln vorgeschlagen. Der Plausibilitätsprüfungsansatz verwendet Event Processing Language (EPL) zur Erstellung von Plausibilitätsspezifikationen. Die Ergebnisse von drei kon- trollierten Experimenten
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