Abstract:

The monitoring of processes in the management of services, allows Higher Education Institutions to run efficient life cycles, integrates a set of processes, including: the registration of users and service requests; operational activities of the services; the sending of notifications; the closing of applications and finally the management of historical data.

The Service Management System (SGS), contemplates the 4 domains of the institutional architecture: business, data, applications and technology. The business architecture focuses on the identification of processes and procedures, particularly in the subprocess for the management of services. The process begins with a service request that generates a notification to the personnel assigned to attend the service. From the modeling in BPMN of processes, the data that make up the data architecture is identified, which is implemented as a set of related entities. Entities are classified into master data, system data and catalog data. The application architecture focuses on the modules or computer components that were implemented to support the identified procedures. Regarding the technological architecture, both the software and the hardware were integrated for the implementation of the SGS.

The objective of the project is to improve the efficiency in the attention of services, optimizing the administration of physical and human resources. The results show that errors are minimized, a detailed amount of information is handled with the attention of services. The system allows the monitoring of the process to be simple generating benefits for the organization that impact on customer satisfaction.

Keywords:

Business process management, digital management, institutional architecture, process modeling, service managemen.