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

Author

Listed:
  • Rúben Pereira

    (University Institute of Lisbon (ISCTE-IUL))

  • José Braga Vasconcelos

    (Lusofona University of Porto (ULP)
    University of Lisbon)

  • Álvaro Rocha

    (University of Lisbon)

  • Isaías Scalabrin Bianchi

    (Universidad de Lima)

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.

Suggested Citation

  • Rúben Pereira & José Braga Vasconcelos & Álvaro Rocha & Isaías Scalabrin Bianchi, 2021. "Business process management heuristics in IT service management: a case study for incident management," Computational and Mathematical Organization Theory, Springer, vol. 27(3), pages 264-301, September.
    • Handle: RePEc:spr:comaot:v:27:y:2021:i:3:d:10.1007_s10588-021-09331-2
    DOI: 10.1007/s10588-021-09331-2
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    References listed on IDEAS

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    1. Paul Harmon, 2010. "The Scope and Evolution of Business Process Management," International Handbooks on Information Systems, in: Jan vom Brocke & Michael Rosemann (ed.), Handbook on Business Process Management 1, pages 37-81, Springer.
    2. Mauricio Marrone & Lutz Kolbe, 2011. "Impact of IT Service Management Frameworks on the IT Organization," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 3(1), pages 5-18, February.
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