Business Process Management

Running head: BUSINESS PROCESS MANAGEMENT
Business Process Management
Name of the Student
Name of the University
Author’s note:

1BUSINESS PROCESS MANAGEMENT
Table of Contents
Part B...............................................................................................................................................2
4) Advanced BPMN/BPM Lifecycle...............................................................................................2
4.A Helpdesk Scenario:...............................................................................................................2
Task 4.A.1)..............................................................................................................................2
Task 4.A.2)..............................................................................................................................2
Task 4.A.3)..............................................................................................................................3
Task 4.A.4)..............................................................................................................................5
Task 4.A.5)..............................................................................................................................5
Task 4.A.6)..............................................................................................................................5
Task 4.A.7)..............................................................................................................................6
4.B ABC Insurance Scenario:......................................................................................................7
Task 4.B.1:...............................................................................................................................7
Task 4.B.2:...............................................................................................................................8
Task 4.B.3:...............................................................................................................................8
Task 4.B.4:.............................................................................................................................11
Bibliography:.................................................................................................................................13

2BUSINESS PROCESS MANAGEMENT
Part B
4) Advanced BPMN/BPM Lifecycle
4.A Helpdesk Scenario:
Task 4.A.1)
Figure 1: BPMN AS-IS Diagram for IT helpdesk
(Source: Created by Author)
Task 4.A.2)
VA BVA NVA
Make a request registering a new request Requests waiting for a Level-
1 staff to check them
Answer to client by level 1 Checking if a new request is communicate the resolution

3BUSINESS PROCESS MANAGEMENT
staff “known” to the client
Check request by Level 2
staff
Level-2 prioritize a request New requests spend waiting
for a Level-2 staff
Research about issue and
write resolution
Send resolution to level 1 staff Wait for picked-up by a
Level-2 staff member
Send resolution to client Wait for level-1 staff fetch
resolution from the job
tracking system
Client evaluate resolution
Send the evaluation
outcome to IT Helpdesk
Level-1 to forward the
request to the Level-2 staff
wait for resolution is tested
by the client
Task 4.A.3)
Cycle Time
Process Time(minutes) Condition Iteration
Submitting and registering a new
request
5
waiting for a Level-1 staff to check
request
60 20% iteration
cases
Checking if a new request is
“known”
10