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

de Vasconcelos, José Braga

Pereira, Ruben

Rocha, Álvaro M.

Scalabrin Bianchi, Isaías

English

Repositorio Institucional Ulima

  57 of 374  |◅ Back to results ◅ Previous  ▻Next Export  Download  Print  E-mail  Save to PDF ⋆ Add to List  ▻More...View at PublisherDocument typeArticleSource typeJournalISSN       XDOI  .    /s     -   -     - View more Computational and Mathematical Organization Theory  •     Business process management heuristics in ITservice management: a case study for incidentmanagement, , ,Save all to author listPereira R.a de Vasconcelos J.B.b, c Rocha A.d Bianchi I.S.eUniversity Institute of Lisbon (ISCTE-IUL), Lisbon, PortugalLusofona University of Porto (ULP), Porto, PortugalCentre for Public Administration and Public Policies (CAPP), University of Lisbon, Lisbon, PortugalISEG - Lisbon School of Economics and Management, University of Lisbon, Lisbon, PortugalView additional affiliations a b c d AbstractAuthor keywordsIndexed keywordsAbstractThis research aims to understand how Business process management (BPM) can be applied for theimprovement of Information Technology service management (ITSM) processes. A case study isconducted for the improvement of the time performance of the incident management process, since itis pointed as a quick win for ITSM. The results obtained identified three best practices—activityautomation, activity elimination and integral technology—as the best suited for the improvement ofthe time performance of the incident management process. Using a simulation tool for businessprocesses, it was revealed that the employment of these best practices in the analysed incidentmanagement process eliminates the effort required in the 1st support level and reduces in 10.7% theaverage processing time in the 2nd support level. © 2021, The Author(s), under exclusive licence toSpringer Science+Business Media, LLC, part of Springer Nature.Author keywordsBusiness process management; Case study; Information systems; IT service management; ProcessimprovementIndexed keywordsReferences (45)  ▻View in search results formatPlumX MetricsUsage, Captures, Mentions,Social Media and Citationsbeyond Scopus.Metrics Cited by 0 documentsInform me when this documentis cited in Scopus:Related documents,  , (2020) Advances in IntelligentSystems and Computing,  , (2020) International Journal ofAgile Systems and Management, (2021) Studies in ComputationalIntelligence  Find more related documents inScopus based on:❓  ▻View all metricsSet citation alert ▻Business Process Modelling toImprove Incident ManagementProcess Pereira, R. 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Business process management heuristics in IT service management: a case study for incident management

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

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