Business models used to improve current operations and tasks within private and public\norganizations, this technique is known as business process improvement, allowing\norganizations to be more efficient. Business processes are supported by the standard of the\nBusiness Process Modeling Notation, provided to organizations, to understand their internal\nbusiness processes in a graphical notation and communicate its procedures in a standard\nway. IT departments manage IT services daily through IT incident management to restore\nnormal operation of the service after an interruption. In the SUNARP; a public entity of\nPeru, there are several problems such as: long waiting time to attend to users, noncompliance\nin the operative part of the management of Incidents and inadequate\nmonitoring of the attention given to users. The objective of this research is to design a model\nto improve the IT incident management process at SUNARP. The methodology used to\ndesign the new model has taken into account the best practices of ITIL V3 and the BPMN for\nthe graphic notation of processes. As a result, ten differences stand out in the proposed\nmodel. It is concluded that IT incident management process was modeled with the sub\nprocesses of the escalation and change management, which has allowed business process\nimprovement in the SUNARP.
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