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Business Process Redesign in Information Technology Incident Management: A teaching case

Bandara, Wasana, Rosemann, Michael, & Cornes, Jamie (2005) Business Process Redesign in Information Technology Incident Management: A teaching case. In Wilson, D (Ed.) 16th Australasian Conference on Information Systems, 30 November - 2 December , Sydney, NSW.

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    Abstract

    This paper consists of a detailed case narrative on how a leading Australian Finance organisation has utilised
    contemporary Business Process Management (BPM) concepts for improving the IT incident management
    processes within the whole organisation. The target audience includes practitioners who are interested in BPM
    case studies and Academics who may be seeking case studies for innovative teaching practices.

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    ID Code: 25097
    Item Type: Conference Paper
    Keywords: Business Process Management, Ifnromation Technology Infrastructure Library (ITIL), Teaching Case, Reference Models
    ISBN: 0-9758417-0-X
    Subjects: Australian and New Zealand Standard Research Classification > INFORMATION AND COMPUTING SCIENCES (080000) > INFORMATION SYSTEMS (080600) > Information Systems not elsewhere classified (080699)
    Divisions: Past > QUT Faculties & Divisions > Faculty of Science and Technology
    Deposited On: 18 Jun 2009 00:56
    Last Modified: 01 Mar 2012 04:56

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