We describe the application of the Business Process Modeling Notation to the redesign of a service man- agement process in a truck dealership in the N.E. US. After the deployment of a new service management system did not lead to the expected efficiency gains the authors were asked to analyze the as-is service proc- ess, make suggestions for improvement, and simulate the financial impact of the proposed changes. The as-is and to-be process were documented in BPMN, and a BPMN-based simulation tool was used to quantify the effects of process improvement. As an outcome of this project we developed an ini- tial subset of BPMN constructs that were a useful starting point for modeling in a process-unaware do- main with members of the surveyed organization. We found that the deliberate modification of BPMN con- structs allows for the highlighting of common process weaknesses, and we show how an analytical process model changes when it is modified to serve as a simu- lation models.