Malta, Pedro Manuel Carqueijeiro Espiga da MaiaLopes, João Bernardo da Rocha2025-11-132025-11-132025-10-30http://hdl.handle.net/10362/190674Dissertation presented as the partial requirement for obtaining a Master's degree in Data Science and Advanced Analytics, specialization in Business AnalyticsThis study addresses Business-IT Alignment (BITA) in Portuguese Small and medium-sized enterprises (SMEs), focusing on how Business Process Management (BPM) can improve it, specifically through Business Process Management Notation (BPMN). Using Design Science Research (DSR), the study modeled an "As-Is" order management process, identified inefficiencies, and iteratively developed a "To-Be" model based on stakeholder feedback. Key improvements include centralized order reception, ticket prioritization, and partial digitalization. The resulting model serves as an example for Small and Medium-sized Enterprises (SMEs) aiming for digital transformation and better BITA.engBITABPMBPMNSMEsDSRSDG 8 - Decent work and economic growthSDG 9 - Industry, innovation and infrastructuremaster thesis204073634