dc.contributor.author |
Aguilar Alonso, Igor Jovino |
|
dc.date.accessioned |
2021-12-17T16:58:39Z |
|
dc.date.available |
2021-12-17T16:58:39Z |
|
dc.date.issued |
2020 |
|
dc.identifier.uri |
https://repositorio.untels.edu.pe/jspui/handle/123456789/633 |
|
dc.description.abstract |
Business models used to improve current operations and tasks within private and public
organizations, this technique is known as business process improvement, allowing
organizations to be more efficient. Business processes are supported by the standard of the
Business Process Modeling Notation, provided to organizations, to understand their internal
business processes in a graphical notation and communicate its procedures in a standard
way. IT departments manage IT services daily through IT incident management to restore
normal operation of the service after an interruption. In the SUNARP; a public entity of
Peru, there are several problems such as: long waiting time to attend to users, noncompliance
in the operative part of the management of Incidents and inadequate
monitoring of the attention given to users. The objective of this research is to design a model
to improve the IT incident management process at SUNARP. The methodology used to
design the new model has taken into account the best practices of ITIL V3 and the BPMN for
the graphic notation of processes. As a result, ten differences stand out in the proposed
model. It is concluded that IT incident management process was modeled with the sub
processes of the escalation and change management, which has allowed business process
improvement in the SUNARP. |
en |
dc.language.iso |
en |
en |
dc.publisher |
Universidad Nacional Tecnológica de Lima Sur |
en |
dc.rights |
info:eu-repo/semantics/openAccess |
es_ES |
dc.rights.uri |
http://creativecommons.org/licences/by-nc-nd/2.5/pe/ |
es_ES |
dc.subject |
Business Process Modelling, Incident Management, IT Service Management, Help Desk. |
en |
dc.title |
Applying Business Process Modeling to improve IT Incident Management Processes in a Public Entity in Peru |
en |
dc.type |
info:eurepo/semantics/article |
en |