Intelligent Process Engineering: BPM-BERT Model for Innovation in IT Services with a Lean Approach

This paper presents a comprehensive proposal for operational optimization aimed at improving compliance with Service Level Agreements (SLAs) at the service desk of Summit Consulting, a Peruvian company specialized in consulting and outsourcing in Information Technology (IT). The initial diagnosis showed an 84% SLA non-compliance rate, compared to the international standard of 95%, generating cost overruns equivalent to 3.35% of annual turnover and affecting customer satisfaction. Based on the root-cause analysis, three critical factors were identified: poor ticket management, delays in issue resolution, and operational saturation. To address these shortcomings, a hybrid model is proposed that combines service engineering methodologies with Artificial Intelligence tools to strengthen Knowledge management and promote Innovation in operational processes. Specifically, the model integrates Lean Service and Poka Yoke for the reduction of operational errors; Business Process Management (BPM) combined with BERT for automated classification and escalation; and the Holt-Winters model along with Shift Optimization to anticipate demand and improve resource allocation. The validation methodology includes operational pilots and discrete-event simulation, measuring performance indicators such as average ticket resolution time (minutes), the percentage of automatically categorized tickets, and the adjustment of operational load according to expected demand (%). SLA compliance is expected to rise to levels above 95%, reduce costs associated with non-compliance, and strengthen Summit Consulting's competitiveness in the IT outsourcing market. The projected results align with international quality and service management standards such as ISO 9001, ISO/IEC 20000-1, and ITIL V4, demonstrating the potential of the proposed model as a reference for companies in the Latin American technology sector.