This research aims to understand how Business process management (BPM) can be applied for the improvement of Information Technology service management (ITSM) processes. A case study is conducted for the improvement of the time performance of the incident management process, since it is pointed as a quick win for ITSM. The results obtained identified three best practices—activity automation, activity elimination and integral technology—as the best suited for the improvement of the time performance of the incident management process. Using a simulation tool for business processes, it was revealed that the employment of these best practices in the analysed incident management process eliminates the effort required in the 1st support level and reduces in 10.7% the average processing time in the 2nd support level.

这项研究旨在了解如何将业务流程管理（BPM）应用于改善信息技术服务管理（ITSM）流程。进行案例研究以提高事件管理过程的时间性能，因为这被认为是ITSM的捷径。获得的结果确定了三个最佳实践-活动自动化，活动消除和集成技术-最适合提高事件管理过程的时间性能。使用用于业务流程的仿真工具，可以发现，在分析的事件管理流程中采用这些最佳实践，消除了第一支持级别所需的工作量，并将第二支持级别的平均处理时间减少了10.7％。