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Pereira, R., Bianchi, I., Martins, A. L., Vasconcelos, J. B. de. & Rocha, Á. (2020). Business process modelling to improve incident management process. In Rocha, Á., Adeli, H., Reis, L. P., Costanzo, S., Orovic, I., and Moreira, F. (Ed.), Trends and Innovations in Information Systems and Technologies. WorldCIST 2020. Advances in Intelligent Systems and Computing. (pp. 689-702). Budva: Springer.

R. F. Pereira et al.,  "Business process modelling to improve incident management process", in Trends and Innovations in Information Systems and Technologies. WorldCIST 2020. Advances in Intelligent Systems and Computing, Rocha, Á., Adeli, H., Reis, L. P., Costanzo, S., Orovic, I., and Moreira, F., Ed., Budva, Springer, 2020, vol. 1159, pp. 689-702

@inproceedings{pereira2020_1716027389911,
	author = "Pereira, R. and Bianchi, I. and Martins, A. L. and Vasconcelos, J. B. de. and Rocha, Á.",
	title = "Business process modelling to improve incident management process",
	booktitle = "Trends and Innovations in Information Systems and Technologies. WorldCIST 2020. Advances in Intelligent Systems and Computing",
	year = "2020",
	editor = "Rocha, Á., Adeli, H., Reis, L. P., Costanzo, S., Orovic, I., and Moreira, F.",
	volume = "1159",
	number = "",
	series = "",
	doi = "10.1007/978-3-030-45688-7_68",
	pages = "689-702",
	publisher = "Springer",
	address = "Budva",
	organization = "",
	url = "https://link.springer.com/book/10.1007/978-3-030-45688-7"
}

TY  - CPAPER
TI  - Business process modelling to improve incident management process
T2  - Trends and Innovations in Information Systems and Technologies. WorldCIST 2020. Advances in Intelligent Systems and Computing
VL  - 1159
AU  - Pereira, R.
AU  - Bianchi, I.
AU  - Martins, A. L.
AU  - Vasconcelos, J. B. de.
AU  - Rocha, Á.
PY  - 2020
SP  - 689-702
SN  - 2194-5357
DO  - 10.1007/978-3-030-45688-7_68
CY  - Budva
UR  - https://link.springer.com/book/10.1007/978-3-030-45688-7
AB  - 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 pro-
cesses for the respective operations. By adopting these frameworks, organisations can align IT
with their business objectives. 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 inci-
dent management process. Data were gained through documentation, archival records, interviews
and focus groups with a team involved in IT support service. So far, the as-is process was elicited,
and respective incongruences clarified. During the next months the authors intend to identify the
main problems and simulate the appropriate BPM heuristics to understand the impact in the busi-
ness organisation.
ER  -