Browsing Administración by Author "de Vasconcelos, José Braga"

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Business process management heuristics in IT service management: a case study for incident management

Pereira, Ruben; de Vasconcelos, José Braga; Rocha, Álvaro M.; Scalabrin Bianchi, Isaías (Springer, 2021)
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This 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 ...