The aim of this literature review article was to analyse the importance of process management and human talent in service quality: a literature review of the literature. The methodology used was a qualitative approach, documentary analysis method, the sample consisted of the body of scientific literature on process management and human talent in service quality, using criteria such as original sources and review articles in several languages from journals indexed in Scopus and Scielo. Specific search terms and Boolean operators AND, OR Y NOT in search engines were used to access relevant information from the last five years. The results show that process management is of vital importance to the organisation, just as human talent influences the quality of service in a university higher education institution. It is therefore concluded that the integration of process management and human talent in a public universitycan significantly improve the quality of service offered to students, faculty and staff by optimising operations, ensuring satisfaction and strengthening institutional reputation.