BPMN: a step toward automation
I have argued elsewhere that the typical service management tools in use today might be suitable for service desk agents, but are annoying, redundant and of little value to anyone else involved in resolving incidents, among other activities. I have further proposed that existing IT management should be leveraged to automate much of the work, rather than layering a ticketing tool on top of them. In this article I will describe the use of BPMN notation for an incident resolution process as a small step in that direction. In addition, BPMN helps to narrow the chasm between the process flow diagram and the reality of the practices. [Read more…] about BPMN & service management