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.
Bandara, Wasana; Cornes, Jamie; and Rosemann, Michael, "Business Process Redesign in Information Technology Incident Management: A Teaching case" (2005). ACIS 2005 Proceedings. Paper 22.