Business process management heuristics in IT service management: a case study for incident management-Reference-Cited by-同舟云学术

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

Published:2021-05-06 Issue:3 Volume:27 Page:264-301
ISSN:1381-298X
Container-title:Computational and Mathematical Organization Theory
language:en
Short-container-title:Comput Math Organ Theory

Author:

Pereira Rúben,de Vasconcelos José Braga^ORCID,Rocha Álvaro,Bianchi Isaías Scalabrin

Publisher

Springer Science and Business Media LLC

Subject

Applied Mathematics,Computational Mathematics,Modelling and Simulation,General Computer Science,General Decision Sciences

Link

https://link.springer.com/content/pdf/10.1007/s10588-021-09331-2.pdf

Reference45 articles.

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3. Becker J, Fischer R, Janiesch C (2007) Optimizing US healthcare processes: a case study in business process management. In: 13th Americas conference on information systems, vol 4. Keystone, CO, USA, pp 2236–2247.

4. Bezerra G, Pinheiro V, Bessa A (2014) Incident management optimization through the reuse of experiences and natural language processing. In: da Silva AR, Silva AR, Brito MA, Machado RJ (eds) 9th international conference on the quality of information and communications technology. IEEE, Guimarães, Portugal, pp 58–65

5. BMC, Forbes Insights (2017) Delivering value to today’s digital enterprise: the state of IT service management. In: Moreno KW, Moreno HS, McKendrick J, Crean KS (eds). Forbes Insights, Jersey City, NJ, USA.

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