Add to ORKGThis 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 ...
IT Service Provider companies are working in business environment where changes are inevitable to su...
ACM classification: K.6 Management of Computing and Information SystemsISCTE-IUL is a Portuguese hig...
BMC Software, Inc., a leading global provider of enterprise management solutions helps companies to...
Business process management (BPM) is an approach focused on the continuous improvement of business ...
Business models used to improve current operations and tasks within private and public organization...
Business process management is a methodology focused on the continuous improvement of business proc...
This action research using mixed research methods aims to establish understanding of the case compan...
Business process management is widely used to improve companies’ competitive level. Incident managem...
Organisations that provide information technology services mostly set goals for improving the qualit...
Dissertation presented to obtain a Masters degree in Computer ScienceSoftware development and softwa...
IT Service Operations is a high priority improvement target for IT service providers because it is c...
As technology is at the core of almost every leading industry, organizations are increasingly scruti...
Process assessments can improve IT service management (ITSM) processes but the assessment method is...
This paper consists of a detailed case narrative on how a leading Australian Finance organisation ha...
IT Service Management (ITSM) is the set of specialized organizational capabilities for providing val...
IT Service Provider companies are working in business environment where changes are inevitable to su...
ACM classification: K.6 Management of Computing and Information SystemsISCTE-IUL is a Portuguese hig...
BMC Software, Inc., a leading global provider of enterprise management solutions helps companies to...
Business process management (BPM) is an approach focused on the continuous improvement of business ...
Business models used to improve current operations and tasks within private and public organization...
Business process management is a methodology focused on the continuous improvement of business proc...
This action research using mixed research methods aims to establish understanding of the case compan...
Business process management is widely used to improve companies’ competitive level. Incident managem...
Organisations that provide information technology services mostly set goals for improving the qualit...
Dissertation presented to obtain a Masters degree in Computer ScienceSoftware development and softwa...
IT Service Operations is a high priority improvement target for IT service providers because it is c...
As technology is at the core of almost every leading industry, organizations are increasingly scruti...
Process assessments can improve IT service management (ITSM) processes but the assessment method is...
This paper consists of a detailed case narrative on how a leading Australian Finance organisation ha...
IT Service Management (ITSM) is the set of specialized organizational capabilities for providing val...
IT Service Provider companies are working in business environment where changes are inevitable to su...
ACM classification: K.6 Management of Computing and Information SystemsISCTE-IUL is a Portuguese hig...
BMC Software, Inc., a leading global provider of enterprise management solutions helps companies to...