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.
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