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Business Process Modelling to Improve Incident Management Process

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Trends and Innovations in Information Systems and Technologies (WorldCIST 2020)

Part of the book series: Advances in Intelligent Systems and Computing ((AISC,volume 1159))

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Abstract

Business process management (BPM) is an approach focused on the continuous improvement of business processes, providing for this a collection of best practices. These best practices 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 several 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. The constant need for change, competitiveness and innovation in organisations compels managers to analyse its business processes and find improvement opportunities. Therefore, the objective of this research is to understand 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 documentation, archival records, interviews and focus groups with a team involved in IT support service. The results of this study demonstrate how BPM highlighted the current incident management process incongruences. The preliminary evidences of this research indicate that with the application of the remain BPM lifecycle phases may be possible to improve incident management process. During the next months the authors intend to identify the main problems and simulate the appropriate BPM heuristics to understand the impact in the business organisation.

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Authors and Affiliations

  1. Instituto Universitário de Lisboa (ISCTE-IUL), Lisbon, Portugal

    Rúben Pereira & Ana Lúcia Martins

  2. Federal University of Santa Catarina, Florianópolis, Brazil

    Isaías Bianchi

  3. Universidade Europeia, Lisbon, Portugal

    José Braga de Vasconcelos

  4. Centro de Administração e Políticas Publicas (CAPP), Universidade de Lisboa, Lisbon, Portugal

    José Braga de Vasconcelos

  5. Universidade de Coimbra, Coimbra, Portugal

    Álvaro Rocha

Authors
  1. Rúben Pereira
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  2. Isaías Bianchi
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  3. Ana Lúcia Martins
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  4. José Braga de Vasconcelos
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  5. Álvaro Rocha
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Correspondence to Rúben Pereira .

Editor information

Editors and Affiliations

  1. Departamento de Engenharia Informática, Universidade de Coimbra, Coimbra, Portugal

    Álvaro Rocha

  2. College of Engineering, The Ohio State University, Columbus, OH, USA

    Hojjat Adeli

  3. FEUP, Universidade do Porto, Porto, Portugal

    Luís Paulo Reis

  4. DIMES, Università della Calabria, Arcavacata, Italy

    Sandra Costanzo

  5. Faculty of Electrical Engineering, University of Montenegro, Podgorica, Montenegro

    Irena Orovic

  6. Universidade Portucalense, Porto, Portugal

    Fernando Moreira

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Pereira, R., Bianchi, I., Martins, A.L., de Vasconcelos, J.B., Rocha, Á. (2020). Business Process Modelling to Improve Incident Management Process. In: Rocha, Á., Adeli, H., Reis, L., Costanzo, S., Orovic, I., Moreira, F. (eds) Trends and Innovations in Information Systems and Technologies. WorldCIST 2020. Advances in Intelligent Systems and Computing, vol 1159. Springer, Cham. https://doi.org/10.1007/978-3-030-45688-7_68

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