## 3 Results
### Method for Building Service Process Value Model
#### 3.2.3. Building a Service Process Model Based on Process Mining  
Through the traditional modeling method, we can build the service process model by observing the service process and activities in the service process, and by combining them with domain knowledge, manually or using modeling tools. However, the service process obtained in this way is relatively rough and may be different from the actual implementation of the service process. The observation is not accurate enough, and many hidden details may not be obtained through observation. To describe the model more accurately, we use a method based on process mining to build the service process. Normally, many raw data and event logs related to services are stored in the information system. If there are enough traces in the event log, the process and activities obtained by process mining will cover a full range of situations. As shown in the dotted box in Figure 3, there are two ways to build service process using process mining, based on raw data and event logs: one is from the business process model (BPM) to the service process model (SPM); the other is from the enriched event log to the service process model. * From BPM to SPM  
The raw data and event logs stored in the information system are the basis for building models. As mentioned in Section 2.2, the event logs need to be preprocessed and saved in XES format. By using the corresponding algorithm in process mining, such as the \(\alpha\)-algorithm, we can get the business process model (control flow model), represented by Petri net. Since a business process is not customer-oriented, we need to transform it into a service process. In this way, we first get the business process model and then transform it into a service process model. In the transformation of the models, domain knowledge and domain characteristics should be considered. * From enriched event log to SPM  
In this way, since the raw data and event logs do not contain the behavior information of customers in the event or activity, we also need to preprocess them, and supplement the customer-oriented information with domain knowledge and domain characteristics. Hereby, we get the formatted enriched event log. Then we can directly extract the service process model by mining the log. Since the model we get is already customer-oriented, it is a service process model, and it does not need to be transformed again. In this paper, we just use process mining as a necessary tool to help in building a service process model. As for how to extract the process models from logs, this paper is not concerned. Many scholars have done a lot of research on how to extract the process model from the event logs, through process mining, which is mentioned in Section 2.2. * From SPM to SPVM  
The service process model is a transition model that prepares for the service process value model. So, after getting the service process model, we need to construct the service process value model based on it. As shown in Figure 2, combined with the additional value information captured in the raw data and event logs, and the knowledge of domain experts or human experience, the value annotation is attached to the service process and it is converted into a service process value model. In fact, value is annotated onto the activities of the service process, because value is created through activities. In addition, domain knowledge is closely related to the field of service. For example, for the maintenance of mobile phones, customers usually send the mobile phones that need to be fixed to a designated maintenance point for repair; while for air conditioning maintenance, maintenance personnel are required to provide maintenance services on site. Although they are all maintenance services, there may be great differences in domain characteristics. Therefore, domain knowledge has an important impact on the value of activities. Figure 3: Modeling based on process mining.