Português
The research project focused on proposing optimization strategies for the incident management process through the application of Business Process Management (BPM) methodology and heuristics. The primary objective was to enhance the efficiency and effectiveness of incident response and resolution by leveraging BPM principles and heuristic techniques. By analyzing the incident management process, identifying critical decision points, and considering the underlying rules and conditions, the project aimed to develop targeted strategies to streamline and optimize incident handling. The proposed strategies involved designing and modeling the incident management process using BPM techniques, automating repetitive tasks, and applying heuristics to guide decision-making and problem-solving. Additionally, the project aimed to establish performance metrics and key performance indicators (KPIs) to monitor and measure the effectiveness of incident management. By combining BPM methodology and heuristics, the project aimed to improve incident identification, escalation, and resolution, enhance communication and collaboration among stakeholders, and ensure timely and efficient incident management practices within the organization.
| Research Centre | Research Group | Role in Project | Begin Date | End Date |
|---|
| Institution | Country | Role in Project | Begin Date | End Date |
|---|---|---|---|---|
| SIEMENS (SIEMENS) | Portugal | -- | 2017-09-01 | 2018-09-30 |
| Name | Affiliation | Role in Project | Begin Date | End Date |
|---|---|---|---|---|
| Rúben Filipe de Sousa Pereira | Professor Auxiliar (DCTI); Associate Researcher (IT-Iscte); | Local Coordinator | 2017-09-01 | 2018-09-30 |
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