Nowadays, IT operations devolve many tasks in IT services to internal customers (i.e., IT self-service). The rationale for this service task devolvement is often to reduce the IT personnel’s workload. However, prior research has shown that IT operations often fail to achieve this goal....

Purpose: Patterns have proven to be useful for documenting general reusable solutions to a commonly occurring problem. In recent years, several different business process management (BPM)-related patterns have been published. Despite the large number of publications on this subject, there is no...

In this thesis, we evaluate the complexity and understandability of compliance languages. First, to calculate the complexity, we apply established software metrics and interpret the results with respect to the languages’ expressiveness. Second, to investigate the languages’...