The notation used is not well adapted to the reality of how incidents are managed. Often, they are more of a reification or a gestalt than any real attempt to manage anything. They are complex, inelegant and off-putting to anyone except die-hard process modelers. Ironically, these same diagrams use a notation is supposed to be simple enough for anyone to understand them. Traditional diagrams are too complex!Īnyone who has tried to model the interactions that occur during the management of an incident may be frustrated by the great complexity of “traditional” 1 process flow diagrams. In addition, BPMN helps to narrow the chasm between the process flow diagram and the reality of the practices. In this article I will describe the use of BPMN notation for an incident resolution process as a small step in that direction. 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. 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.
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