Ana Aeroportos de Portugal manages the Airport infrastructure of Lisbon, Oporto, Faro, Beja, Ponta Delgada, Santa Maria, Horta, Flores and Madeira, Porto Santo, managed by the affiliate ANAM – Aeroportos da Madeira. ANA is responsible for providing the entire airport infrastructure that allows travellers and cargo to connect to the world, contributing towards the economic, social, and cultural development of the surrounding communities.

DSTIC - Information and Communications Technologies Directorate is responsible, among others, to ensure the availability, reliability and security of information and communication systems of the Airports. They provide a portfolio of services to their customers: Airlines, Passengers, Handlers, Shops, Ana’s Employees, as well as to all other entities that develop their activity in the airport domain.

Under the ITIL framework, the Change Orders process has the objectives of incident prevention and timely response to the changing business needs, ensuring alignment of infrastructure with business expectations. It’s a process with a high degree of complexity, bearing in mind that requests for changes involving technological assets must be properly considered, authorized and implemented to ensure operations continuity without any disruption and yet not to degrade the performance experienced before the change has occurred.

With Process Mining technology DSTIC was looking for answers regarding:

• Is there another way to structure the process so that it becomes more lean?
• How can we be faster to implement and improve our performance?