Resumo

BARRERA-CAMARA, Ricardo A. et al. Business Processes in Technology and Information Services. rev.univ.empresa [online]. 2019, vol.21, n.37, pp.204-227. ISSN 0124-4639.  https://doi.org/10.12804/revistas.urosario.edu.co/empresa/a.6639.

In this work, we defined and simulated the processes in an information technology services company with the purpose of enhancing attention and functions defined for each of them. We analyzed several works related to the business management process and simulation. For model development, we designed a methodology based on business process management. For modeling and simulating the procedures and activities, we used a software tool establishing times and number of possible instances to be performed. The software allowed adapting these times and processes to a desired level of performance. Resulting processes contribute to adequately and time efficiently perform business activities to provide a higher quality service.

Palavras-chave : Business processes management; simulation; methodology; information technologies.

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