Simulation-Based Analysis of Performance Role Transformation in SLA-Aware BPMN IT Processes: The Enabling Role of AI in Sustainable Process Governance

In increasingly complex information technology (IT) environments, the sustainable governance of business processes requires systematic alignment between strategic intent, operational performance and long-term organizational resilience. Business Process Model and Notation (BPMN) provides a structured foundation for modeling IT workflows, while Service Level Agreements (SLAs) and key performance indicators (KPIs) formalize performance accountability. However, escalating process interdependencies and performance constraints challenge traditional managerial oversight. This study proposes a simulation-based analytical framework for SLA-aware BPMN process governance aimed at enhancing sustainable digital operations. In this context, sustainability is operationally defined as the capacity of IT business processes to consistently meet SLA-defined performance thresholds—including availability and response times—under varying workload conditions, while remaining adaptable to role reconfigurations and resilient to performance degradation over time. The methodology extends an established MATLAB/Octave modeling foundation through a MATLAB Simulink simulation tool that enables scenario testing, performance analysis and structured evaluation of role configurations under varying workload conditions. Within this framework, Artificial Intelligence (AI) is also examined as an enabling mechanism that supports performance role transformation, either augmenting human actors or operating as autonomous process agents. Rather than positioning AI as a standalone solution, the study evaluates its contribution to process responsiveness and governance efficiency within a controlled simulation context. By integrating simulation-driven decision support with performance-oriented process management, the proposed approach advances sustainable digital governance through improved reliability, adaptability and role reconfiguration. The framework provides IT managers with a structured methodology for safeguarding long-term process sustainability. The developed simulation environment is provided as Supplementary Material.