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.


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
Refereed: Yes
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: 17 Jun 2009 14:56
Last Modified: 29 Feb 2012 18:56

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