Gestión de procesos de negocios en servicios de tecnología e información

In this work, we defined and simulated processes in a company which provides Information Technology services with the purpose of enhancing attention and functions defined for each process. We analyzed several works related to business management process and simulation. For model development, we designed a methodology based on Business Process Management. Processes and activities were modelled and simulated using a software tool establishing times and number of possible instances to be performed. These times and processes may be adapted to a desired level of performance. Resulting processes contribute to perform business activities in a more adequate way and be more time efficient in order to provide a higher quality service.