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

Rúben Pereira (), José Braga Vasconcelos (), Álvaro Rocha () and Isaías Scalabrin Bianchi ()
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Rúben Pereira: University Institute of Lisbon (ISCTE-IUL)
José Braga Vasconcelos: Lusofona University of Porto (ULP)
Álvaro Rocha: University of Lisbon
Isaías Scalabrin Bianchi: Universidad de Lima

Computational and Mathematical Organization Theory, 2021, vol. 27, issue 3, No 2, 264-301

Abstract: 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: Information systems; Business process management; IT service management; Case study; Process improvement (search for similar items in EconPapers)
Date: 2021
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DOI: 10.1007/s10588-021-09331-2

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