A Business Process Modeling Notation (BPMN) diagram helps narrow the chasm between the process flow diagram and the reality of the practices. By leveraging BPMN notation, a business analyst simplifies the business environment process greatly. It should be noted here that the traditional notation fails to model what is often the reality of resolution as an interactive procedure, simultaneously involving both the customer and the business environment. It depicts a process where everything happens serially. BPMN can model this simultaneous interaction with no difficulty. The upper pool describes what happens in the customer's process when an incident occurs. This use of separate pools is another strength of BPMN. The interaction among processes is documented.