Business process management heuristics in IT service management: a case study for incident management.
Rúben PereiraJosé Braga de VasconcelosÁlvaro RochaIsaias Scalabrin BianchiPublished in: Comput. Math. Organ. Theory (2021)
Keyphrases
- incident management
- business process management
- business processes
- business process
- service quality
- service providers
- situation awareness
- service oriented
- information systems
- case study
- information technology infrastructure
- enterprise architecture
- information management
- real world
- life cycle
- emergency management
- real time
- decision support system
- information technology
- databases