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
4.B ABC Insurance Scenario:......................................................................................................7
Bibliography:.................................................................................................................................11

2BUSINESS PROCESS MANAGEMENT
Part B
4. Advanced BPMN/BPM Lifecycle
4.A Helpdesk Scenario:
As Is Process Diagram:
Figure 1: BPMN AS-IS Diagram for IT helpdesk
(Source: Created by Author)
Value Added Non-Value Added
Submitting and registering a new request Requests waiting for a Level-1 staff to check
them
Checking if a new request is “known” communicate the resolution to the client

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Level-2 staff evaluate a new request New requests spend waiting for a Level-2 staff
Level-2 prioritize a request. Wait for picked-up by a Level-2 staff member
research and resolve a request Wait for level-1 staff fetch resolution from the
job tracking system
write the resolution to a request wait for resolution is tested by the client
send to the client a problem resolution
e-mail the test results to the Level-1 staff
Level-1 to forward the request to the
Level-2 staff
Value Added Non-Value Added
5 5
10 60
20 10
5 5
120 120
20 20
20 5
10 1200
2 120
20