DOI:
10.18413/2518-1092-2017-2-3-11-17
MODELING INCIDENT MANAGEMENT PROCESSES IN THE INFORMATION SYSTEM IT-COMPANY
The article proposes an approach to solving the problem of automation of functioning of the existing incident management system. The analysis of the existing model of incident management, which is used in most companies. The results analysis of control incidents in the operation of the existing model of incident management to technical support. Applies mathematical apparatus of the theory of queueing systems, in mathematical models the problem of finding the minimum number of channels of the processing of applications under the given constraints. The algorithms for incident management.
Keywords: incident management,
ITIL,
technical support information systems,
queueing system,
mathematical model of incident management,
SLA.
Number of views: 5240 (view statistics)
Количество скачиваний: 8275
While nobody left any comments to this publication.
You can be first.
1. Velichko T. V., Skachkov, p. P., and Timofeeva, G. A. Mathematical models of mass service. Methodical instructions for students of the correspondence form of training. – Ekaterinburg, 2004. – 43 S.
2. Gakhov, R. P., Computer modeling of economic processes: a textbook for University students majoring in 230400.62 "Information systems and technology" [Text] / R. P. Gakhov, N. In. Shcherbinina, etc.; REC.: A. A. Chernomorets. - Belgorod: Belgorod ID, 2014. - 88 p
3. Kirpichnikov A. P., Flaks B. D., Probabilistic characteristics of open multi-channel Queuing system with a limited avearage time of stay in the system//Vestnik Kazanskogo tekhnologicheskogo universiteta. 2014. T. 17. No. 24. S. 242-245. Kobelev N. B. Fundamentals of simulation of complex economic systems. [Text] – M.: Business, 2006. – 336c.
4. Kirpichnikov A. P., Applied queueing theory. Kazan, Publishing house of the Kazan state University, 2008. 112 p.
5. Kirpichnikov A. P., Methods of applied queueing theory. Kazan, Publishing house of Kazan University, 2011. 200 p.
6. Rasskazova. M. N., Simulation systems. [Text] – Omsk: Omsk state Institute of service, 2010. – 80 p.
7. Shuvaeva E. Y., The problem of determining the probabilistic characteristics of the work of the technical support Department at AIS / E. Yu. Shuvaeva, N. N. Gakhova // Computer technology and telecommunications - 2016 (CHICK-2016) IV all-Russian youth scientific-practical conference 20 – 23, 2016 the proceedings. Ivan: GGTU, 2016.
8. Shuvaeva E. Y., Sanjeewani the Use of technology to improve the administration of information systems Scientific, engineering and economic studies in technology, industry, medicine and agriculture: proceedings of the first Youth scientific-practical conference with international participation; under the General editorship of S. N. Deviceno: Belgorod: publishing house "Belgorod" NIU "Belgu", 2017. − 693 p. – p. 173-176.
9. Shuvaeva E. Y., The Use of semantic technologies in improving the performance of the technical support Department at AIS / E. Shuvaeva, Y., Lomazov V. A., Ryzhkov S. P. // First steps in the science of the third Millennium: proceedings of the XIII all-Russian student scientific-practical conference (Neftekamsk, April 7, 2017): Ufa: RITS Bashgu, 2017.: 965 S.– p. 956-961. – a certificate of participation.
10. Approaches to the selection of the Service Desk [Electronic resource]. – URL: http://habrahabr.ru/company/itarena/blog/241724/ (accessed: 06.08.2017).