Business process management heuristics in IT service management: a case study for incident management

José Braga de Vasconcelos, Álvaro M. Rocha, Isaias Scalabrin Bianchi, Ruben Pereira

Producción científica: Contribución a una revistaArtículo (Contribución a Revista)revisión exhaustiva

4 Citas (Scopus)

Resumen

This research aims to understand how Business process management (BPM) can be applied for the improvement of Information Technology service management (ITSM) processes. A case study is conducted for the improvement of the time performance of the incident management process, since it is pointed as a quick win for ITSM. The results obtained identified three best practices—activity automation, activity elimination and integral technology—as the best suited for the improvement of the time performance of the incident management process. Using a simulation tool for business processes, it was revealed that the employment of these best practices in the analysed incident management process eliminates the effort required in the 1st support level and reduces in 10.7% the average processing time in the 2nd support level.
Idioma originalInglés estadounidense
Número de artículo3
Páginas (desde-hasta)264-301
Número de páginas38
PublicaciónComputational and Mathematical Organization Theory
Volumen27
N.º3
DOI
EstadoPublicada - set. 2021

COAR

  • Artículo

Categoría OCDE

  • Negocios, Administración

Categorías Repositorio Ulima

  • Ingeniería industrial / Tecnología de procesos

Temas Repositorio Ulima

  • Continuous improvement process
  • Information systems
  • Information technology
  • Proceso de mejora continua
  • Reengineering
  • Reingeniería
  • Sistemas de información
  • Tecnología de la información

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