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.

Example business process model