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

doi:https://doi.org/10.1007/s10588-021-09331-2

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

Universidad de Lima

Producción científica: Contribución a una revista › Artículo (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 original	Inglés estadounidense
Número de artículo	3
Páginas (desde-hasta)	264-301
Número de páginas	38
Publicación	Computational and Mathematical Organization Theory
Volumen	27
N.º	3
DOI	https://doi.org/10.1007/s10588-021-09331-2
Estado	Publicada - 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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https://doi.org/10.1007/s10588-021-09331-2

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title = "Business process management heuristics in IT service management: a case study for incident management",

abstract = "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.",

keywords = "Business process management, Case study, IT service management, Information systems, Process improvement",

author = "{de Vasconcelos}, {Jos{\'e} Braga} and Rocha, {{\'A}lvaro M.} and {Scalabrin Bianchi}, Isaias and Ruben Pereira",

note = "Publisher Copyright: {\textcopyright} 2021, The Author(s), under exclusive licence to Springer Science+Business Media, LLC, part of Springer Nature.",

year = "2021",

month = sep,

doi = "https://doi.org/10.1007/s10588-021-09331-2",

language = "American English",

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journal = "Computational and Mathematical Organization Theory",

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Business process management heuristics in IT service management: a case study for incident management. / de Vasconcelos, José Braga; Rocha, Álvaro M.; Scalabrin Bianchi, Isaias et al.
En: Computational and Mathematical Organization Theory, Vol. 27, N.º 3, 3, 09.2021, p. 264-301.

Producción científica: Contribución a una revista › Artículo (Contribución a Revista) › revisión exhaustiva

TY - JOUR

T1 - Business process management heuristics in IT service management: a case study for incident management

AU - de Vasconcelos, José Braga

AU - Rocha, Álvaro M.

AU - Scalabrin Bianchi, Isaias

AU - Pereira, Ruben

PY - 2021/9

Y1 - 2021/9

N2 - 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.

AB - 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.

KW - Business process management

KW - Case study

KW - IT service management

KW - Information systems

KW - Process improvement

UR - https://hdl.handle.net/20.500.12724/13115

UR - http://www.scopus.com/inward/record.url?scp=85105507886&partnerID=8YFLogxK

UR - https://www.mendeley.com/catalogue/6323d100-3a40-3f48-98fd-809ee8eb1b49/

U2 - https://doi.org/10.1007/s10588-021-09331-2

DO - https://doi.org/10.1007/s10588-021-09331-2

M3 - Article (Contribution to Journal)

VL - 27

SP - 264

EP - 301

JO - Computational and Mathematical Organization Theory

JF - Computational and Mathematical Organization Theory

IS - 3

M1 - 3

ER -

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

Resumen

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Categoría OCDE

Categorías Repositorio Ulima

Temas Repositorio Ulima

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