![]() The ITGO is located at the headquarters of SUNARP, located in the Surco district, Lima – Peru. The large organizations that provide IT services have their own user help desk such as the case of National Superintendency of Public Registries (SUNARP) a public organization of the Peruvian state that also has its user help desk and this area is part of the Information Technology General Office (ITGO). The IT incidents process management is operated through the user help desk, which is composed of a set of human and technological resources with the main objective of solving the intermissions of the service that needs attention in the shortest time possible, providing the highest level of technical solution to the problems related to IT. However, implementing ITIL processes through an organization is not an easy task and presents many difficulties, as indicated by Mahy (2017) (5), so the backing of the CEO of the organization is essential. (2009) (4) argue that incident management is the process that deals with the treatment of events that cause degradation or loss of the normal functionality of a service, with the aim of restoring the service with the minimum negative impact on the business. For a proper management, the use of standards and best practices are recommended, such as the Information Technology Infrastructure Library (ITIL) (2007) (3), which allows a better performance of the company through the optimization of time, categorization of incidents, acquisition of a good tool for the incidents attention and the increase in user satisfaction. Meanwhile, IT must be aligned with the objectives of their business to be oriented to processes and customer satisfaction.Īmong the processes of greatest impact on the organization, there is the IT incident process. In the same way, 59% of the organizations in the survey are engaged in one or more major transformational projects.Īt the global level, organizations need to make use of technology for survival in the market, so they require personnel specialized in technology ones who have knowledge of processes and tools of Information Technologies (IT) that are used on a daily basis. 65% of those surveyed agreed or strongly agreed that BPM processes and technologies have helped their organizations improve efficiency, versatility and customer satisfaction. Most of them said that the process models they developed were only used by the process change team, but 22% said that the models were shared with all employees. In many business organizations, there is an interest in the BPM, as it is reflected in the report entitled: “The State of Business Process Management” (2019) (2), published in 2018, which shows interesting data such as: 93% of the organizations in the survey are engaged in multiple process improvement projects 79% said they were using process software tools to model the processes they were analyzing and planning to change. In organizations, according to Zacarias (2017 ) (1), the Business Process Management (BPM) serves as a systematic approach to detect, customize, model, execute, document, measure, monitor, analyze, improve business processes (BP) and control automated and not automated processes. 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.īusiness Process Modelling, Incident Management, IT Service Management, Help Desk. As a result, ten differences stand out in the proposed model. 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. ![]() The objective of this research is to design a model to improve the IT incident management process at SUNARP. In the SUNARP a public entity of Peru, there are several problems such as: long waiting time to attend to users, non-compliance in the operative part of the management of Incidents and inadequate monitoring of the attention given to users. IT departments manage IT services daily through IT incident management to restore normal operation of the service after an interruption. 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. 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.
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