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

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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.

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Authors and Affiliations

  1. University Institute of Lisbon (ISCTE-IUL), Lisbon, Portugal

    Rúben Pereira

  2. Lusofona University of Porto (ULP), Porto, Portugal

    José Braga de Vasconcelos

  3. Centre for Public Administration and Public Policies (CAPP), University of Lisbon, Lisbon, Portugal

    José Braga de Vasconcelos

  4. ISEG - Lisbon School of Economics and Management, University of Lisbon, Lisbon, Portugal

    Álvaro Rocha

  5. Universidad de Lima, Lima, Peru

    Isaías Scalabrin Bianchi

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  1. Rúben Pereira
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  2. José Braga de Vasconcelos
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  3. Álvaro Rocha
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  4. Isaías Scalabrin Bianchi
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Correspondence to José Braga de Vasconcelos.

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Pereira, R., de Vasconcelos, J.B., Rocha, Á. et al. Business process management heuristics in IT service management: a case study for incident management. Comput Math Organ Theory 27, 264–301 (2021). https://doi.org/10.1007/s10588-021-09331-2

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