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WorldCist'20 - 8th World Conference on Information Systems and Technologies

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Business Process Modelling to Improve Incident Management Process

Business process management (BPM) is an approach focused on the continuous improve-ment of business processes, providing for this a collection of best practices. These best prac-tices enable the redesign of business processes to meet the desired performance. IT service management (ITSM) defines the management of IT operations as a service. There are sever-al ITSM frameworks available, consisting in best practices that propose standardizing these processes for the respective operations. By adopting these frameworks, organisations can align IT with their business objectives. Therefore, the objective of this research is to under-stand how BPM can be used to improve of ITSM processes. An exploratory case study in a multinational company based in Lisbon, Portugal, is conducted for the improvement of the time performance of an incident management process. Data were gained through documen-tation, archival records, interviews and focus groups with a team involved in IT support service. So far, the as-is process was elicited, and respective incongruences clarified. During the next months the authors intend to identify the main problems and simulate the appro-priate BPM heuristics to understand the impact in the business organisation.

Rúben Pereira
Instituto Universitário de Lisboa (ISCTE-IUL)

Isaias Bianchi
Federal University of Santa Catarina, Brazil

Ana Lúcia Martins
Instituto Universitário de Lisboa (ISCTE-IUL)

José Braga de Vasconcelos
Universidade Europeia, Lisboa

Álvaro Rocha
Universidade de Coimbra


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