Applying business process modeling to improve IT incident management processes in a public entity in Peru

Igor Aguilar-Alonso, Mariluisa PEREDA Pascal, Cristian MERA Macias

Research output: Contribution to journalArticlepeer-review


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. 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. IT departments manage IT services daily through IT incident management to restore normal operation of the service after an interruption. In the SUNARP; a public entity of Peru, there are several problems such as: long waiting time to attend to users, noncompliance in the operative part of the management of Incidents and inadequate monitoring of the attention given to users. The objective of this research is to design a model to improve the IT incident management process at SUNARP. 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. As a result, ten differences stand out in the proposed model. 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.

Original languageEnglish
Article number109641
JournalIBIMA Business Review
StatePublished - 2021
Externally publishedYes

Bibliographical note

Funding Information:
The research was developed as part of an undergraduate thesis in Professional School of System Engineering. Thanks to a special acknowledgement by economic financing and the logistics provided by the Institute of Research (IR) of the National Technological University of South Lima, Peru.

Publisher Copyright:
© 2020.


  • Business Process Modelling
  • Help Desk
  • Incident Management
  • IT Service Management


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