title: Ð Ð°Ð·ÑÐ°Ð±Ð¾ÑÐºÐ° Ð¸ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ðµ Ð±Ð¸Ð·Ð½ÐµÑ-Ð¼Ð¾Ð´ÐµÐ»Ð¸ Ð´Ð»Ñ ÑÐ¾Ð²ÐµÑÑÐµÐ½ÑÑÐ²Ð¾Ð²Ð°Ð½Ð¸Ñ Ð¿ÑÐ¾ÑÐµÑÑÐ° ÑÐ¾Ð¿ÑÐ¾Ð²Ð¾Ð¶Ð´ÐµÐ½Ð¸Ñ Ð¿Ð¾Ð»ÑÐ·Ð¾Ð²Ð°ÑÐµÐ»ÐµÐ¹ Ð² ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸-Ð¸Ð½ÑÐµÐ³ÑÐ°ÑÐ¾ÑÐµ 1Ð¡
title: Ð²ÑÐ¿ÑÑÐºÐ½Ð°Ñ ÐºÐ²Ð°Ð»Ð¸ÑÐ¸ÐºÐ°ÑÐ¸Ð¾Ð½Ð½Ð°Ñ ÑÐ°Ð±Ð¾ÑÐ° Ð±Ð°ÐºÐ°Ð»Ð°Ð²ÑÐ°
titleType: Subtitle
title: Development and implementation of a business model to improve the user support process in the 1c franchise company
Creators: name: Ð¨Ð°Ð±ÑÐ½Ð¸Ð½, ÐÐ°Ð´Ð¸Ð¼
Publisher: name: Ð¡Ð°Ð½ÐºÑ-ÐÐµÑÐµÑÐ±ÑÑÐ³ÑÐºÐ¸Ð¹ Ð¿Ð¾Ð»Ð¸ÑÐµÑÐ½Ð¸ÑÐµÑÐºÐ¸Ð¹ ÑÐ½Ð¸Ð²ÐµÑÑÐ¸ÑÐµÑ ÐÐµÑÑÐ° ÐÐµÐ»Ð¸ÐºÐ¾Ð³Ð¾
Year: 2024
Subjects: Ð±Ð¸Ð·Ð½ÐµÑ-Ð¿ÑÐ¾ÑÐµÑÑÑ
Ð¼Ð¾Ð´ÐµÐ»Ð¸
Ð°ÑÑ Ð¸ÑÐµÐºÑÑÑÐ° Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ñ
Ð¿ÑÐ¾ÐµÐºÑÐ½Ð°Ñ Ð´ÐµÑÑÐµÐ»ÑÐ½Ð¾ÑÑÑ
Ð¿ÑÐ¾ÐµÐºÑÐ½Ð¾Ðµ ÑÐ¿ÑÐ°Ð²Ð»ÐµÐ½Ð¸Ðµ
ITSM
ITIL
Ð´Ð¸Ð°Ð³ÑÐ°Ð¼Ð¼Ð° ÐÐ°Ð½ÑÐ°
Archimate
ÑÐºÐ¾Ð½Ð¾Ð¼Ð¸ÑÐµÑÐºÐ¾Ðµ Ð¾Ð±Ð¾ÑÐ½Ð¾Ð²Ð°Ð½Ð¸Ðµ
Ð¿Ð¾ÐºÐ°Ð·Ð°ÑÐµÐ»Ð¸ ÑÑÑÐµÐºÑÐ¸Ð²Ð½Ð¾ÑÑÐ¸ Ð¿ÑÐ¾ÐµÐºÑÐ°
Ð¼ÐµÑÑÐ¸ÐºÐ¸
service desk
Ð¸Ð½ÑÐ¸Ð´ÐµÐ½ÑÑ
Ð¿Ð¾Ð´Ð´ÐµÑÐ¶ÐºÐ° Ð¿Ð¾Ð»ÑÐ·Ð¾Ð²Ð°ÑÐµÐ»ÐµÐ¹
business processes
models
enterprise architecture
project activities
project management
Gantt chart
business case
project performance indicators
metrics
incidents
user support

description: Ð¦ÐµÐ»ÑÑ ÑÐ°Ð±Ð¾ÑÑ ÑÐ²Ð»ÑÐµÑÑÑ ÑÐ°Ð·ÑÐ°Ð±Ð¾ÑÐºÐ° Ð¸ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ðµ Ð¼Ð¾Ð´ÐµÐ»Ð¸ Ð½Ð¾Ð²Ð¾Ð³Ð¾ Ð¿ÑÐ¸Ð½ÑÐ¸Ð¿Ð° ÑÐ¾Ð¿ÑÐ¾Ð²Ð¾Ð¶Ð´ÐµÐ½Ð¸Ñ Ð´Ð»Ñ Ð¿ÑÐ¾ÐµÐºÑÐ¾Ð² Ð¿Ð¾ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ Ð¸Ð½ÑÐ¾ÑÐ¼Ð°ÑÐ¸Ð¾Ð½Ð½ÑÑ ÑÐ¸ÑÑÐµÐ¼, ÑÐµÐ°Ð»Ð¸Ð·ÑÐµÐ¼ÑÑ ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸ÐµÐ¹-Ð¸Ð½ÑÐµÐ³ÑÐ°ÑÐ¾ÑÐ¾Ð¼ 1Ð¡. ÐÑÐ»Ð¸ ÑÐµÑÐµÐ½Ñ ÑÐ»ÐµÐ´ÑÑÑÐ¸Ðµ Ð·Ð°Ð´Ð°ÑÐ¸: â ÐÑÐ¾Ð°Ð½Ð°Ð»Ð¸Ð·Ð¸ÑÐ¾Ð²Ð°ÑÑ Ð´ÐµÑÑÐµÐ»ÑÐ½Ð¾ÑÑÑ Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ñ ÐÐÐ Â«ÐÐÐÐÐÐÐÐ¡ ÐÐÐ¢Â»: Ð²ÑÑÐ²Ð¸ÑÑ Ð¾ÑÐ½Ð¾Ð²Ð½ÑÐµ Ð¿ÑÐ¾Ð±Ð»ÐµÐ¼Ñ, ÑÑÐµÐ±ÑÑÑÐ¸Ðµ Ð´Ð¾ÑÐ°Ð±Ð¾ÑÐºÐ¸. â ÐÑÐ¾Ð²ÐµÑÑÐ¸ Ð°Ð½Ð°Ð»Ð¸Ð· ÑÐ¿Ð¾ÑÐ¾Ð±Ð¾Ð² ÑÐµÑÐµÐ½Ð¸Ð¹ Ð²ÑÑÐ²Ð»ÐµÐ½Ð½ÑÑ Ð¿ÑÐ¾Ð±Ð»ÐµÐ¼. â Ð Ð°Ð·ÑÐ°Ð±Ð¾ÑÐ°ÑÑ ÑÐµÑÐµÐ½Ð¸Ðµ Ð² Ð²Ð¸Ð´Ðµ Ð¼Ð¾Ð´ÐµÐ»Ð¸ Ð½Ð¾Ð²Ð¾Ð³Ð¾ Ð¿ÑÐ¸Ð½ÑÐ¸Ð¿Ð° ÑÐ¾Ð¿ÑÐ¾Ð²Ð¾Ð¶Ð´ÐµÐ½Ð¸Ñ, Ð¾Ð¿ÑÐµÐ´ÐµÐ»Ð¸ÑÑ Ð¿Ð¾ÑÐµÐ½ÑÐ¸Ð°Ð»ÑÐ½ÑÐµ ÑÑÑÐµÐºÑÑ Ð¾Ñ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ Ð½Ð¾Ð²Ð¾Ð³Ð¾ Ð¿ÑÐ¸Ð½ÑÐ¸Ð¿Ð°. â Ð Ð°ÑÑÐ¼Ð¾ÑÑÐµÑÑ Ð²Ð¾Ð·Ð¼Ð¾Ð¶Ð½Ð¾ÑÑÑ Ð¿ÑÐ¸Ð¼ÐµÐ½ÐµÐ½Ð¸Ñ Ð½Ð¾Ð²Ð¾Ð¹ Ð¼Ð¾Ð´ÐµÐ»Ð¸ ÑÐ°Ð±Ð¾ÑÑ Ð² Ð¾Ð´Ð¸Ð½ Ð¸Ð· Ð¿ÑÐ¾ÐµÐºÑÐ¾Ð² ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸ ÐÐÐ Â«ÐÐÐÐÐÐÐÐ¡ ÐÐÐ¢Â», Ð¿ÑÐ¾Ð°Ð½Ð°Ð»Ð¸Ð·Ð¸ÑÐ¾Ð²Ð°ÑÑ ÑÐ°ÑÐ°ÐºÑÐµÑ Ð¿ÑÐ¾Ð±Ð»ÐµÐ¼ Ð² Ð´Ð°Ð½Ð½Ð¾Ð¼ Ð¿ÑÐ¾ÐµÐºÑÐµ, ÑÐ¼Ð¾Ð´ÐµÐ»Ð¸ÑÐ¾Ð²Ð°ÑÑ Ð¿ÑÐ¾ÑÐµÑÑ Ð¿Ð¾Ð´Ð´ÐµÑÐ¶ÐºÐ¸ Ð² Ð¿ÑÐ¾ÐµÐºÑÐµ AS IS Ð¸ TO BE, ÑÐ°ÑÑÐ¼Ð¾ÑÑÐµÑÑ Ð¼Ð¾ÑÐ¸Ð²Ð°ÑÐ¸Ð¾Ð½Ð½ÑÐ¹ Ð°ÑÐ¿ÐµÐºÑ, Ð¿ÑÐ¾Ð°Ð½Ð°Ð»Ð¸Ð·Ð¸ÑÐ¾Ð²Ð°ÑÑ ÑÐ¸ÑÐºÐ¸, ÑÑÐµÑÑÑ Ð¾ÑÐ¾Ð±ÐµÐ½Ð½Ð¾ÑÑÐ¸ Ð°Ð´Ð°Ð¿ÑÐ°ÑÐ¸Ð¸ Ð¼Ð¾Ð´ÐµÐ»Ð¸ Ð¿Ð¾Ð´ Ð´Ð°Ð½Ð½ÑÐ¹ Ð¿ÑÐ¾ÐµÐºÑ. â ÐÑÐµÐ½Ð¸ÑÑ ÑÑÑÐµÐºÑÐ¸Ð²Ð½Ð¾ÑÑÑ Ð¿ÑÐ¾ÐµÐºÑÐ° Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ Ð½Ð¾Ð²Ð¾Ð¹ Ð¼Ð¾Ð´ÐµÐ»Ð¸: ÑÐ°ÑÑÑÐ¸ÑÐ°ÑÑ Ð·Ð°ÑÑÐ°ÑÑ Ð½Ð° Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ðµ, Ð¾ÑÐµÐ½Ð¸ÑÑ Ð¸Ð·Ð¼ÐµÐ½ÐµÐ½Ð¸Ðµ ÐºÐ¾Ð»Ð¸ÑÐµÑÑÐ²ÐµÐ½Ð½ÑÑ Ð¸ ÐºÐ°ÑÐµÑÑÐ²ÐµÐ½Ð½ÑÑ Ð¿Ð¾ÐºÐ°Ð·Ð°ÑÐµÐ»ÐµÐ¹ Ð´Ð¾ Ð¸ Ð¿Ð¾ÑÐ»Ðµ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ ÐÐ¡, Ð¾ÑÐµÐ½Ð¸ÑÑ ÐºÐ¾Ð¼Ð¼ÐµÑÑÐµÑÐºÑÑ ÑÑÑÐµÐºÑÐ¸Ð²Ð½Ð¾ÑÑÑ. ÐÐºÑÑÐ°Ð»ÑÐ½Ð¾ÑÑÑ ÑÐµÐ¼Ñ Ð¾Ð±ÑÑÐ»Ð¾Ð²Ð»ÐµÐ½Ð° Ð½ÐµÐ¾Ð±ÑÐ¾Ð´Ð¸Ð¼Ð¾ÑÑÑÑ ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸ÑÐ¼ ÑÐ¾Ð²ÐµÑÑÐµÐ½ÑÑÐ²Ð¾Ð²Ð°ÑÑ ÑÐ²Ð¾Ð¸ Ð²Ð·Ð°Ð¸Ð¼Ð¾Ð¾ÑÐ½Ð¾ÑÐµÐ½Ð¸Ñ Ñ ÐºÐ»Ð¸ÐµÐ½ÑÐ°Ð¼Ð¸ Ð¸ Ð²Ð½ÐµÐ´ÑÑÑÑ Ð½Ð¾Ð²ÑÐµ ÑÐµÑÐµÐ½Ð¸Ñ Ð´Ð»Ñ Ð´Ð¾ÑÑÐ¸Ð¶ÐµÐ½Ð¸Ñ Ð²ÑÑÐ¾ÐºÐ¾Ð¹ ÑÑÑÐµÐºÑÐ¸Ð²Ð½Ð¾ÑÑÐ¸ Ð¸ ÑÐ¾ÐºÑÐ°ÑÐµÐ½Ð¸Ñ Ð·Ð°ÑÑÐ°Ñ, ÑÐ»ÑÑÑÐµÐ½Ð¸Ñ ÐºÐ¾Ð½ÐºÑÑÐµÐ½ÑÐ¾ÑÐ¿Ð¾ÑÐ¾Ð±Ð½Ð¾ÑÑÐ¸ Ð¸ ÑÐ´Ð¾Ð²Ð»ÐµÑÐ²Ð¾ÑÐµÐ½Ð¸Ñ Ð¿Ð¾ÑÑÐµÐ±Ð½Ð¾ÑÑÐµÐ¹ ÑÐ¾Ð²ÑÐµÐ¼ÐµÐ½Ð½ÑÑ ÐºÐ»Ð¸ÐµÐ½ÑÐ¾Ð². ÐÑÑÐ¾ÑÐ½Ð¸ÐºÐ°Ð¼Ð¸ Ð¸Ð½ÑÐ¾ÑÐ¼Ð°ÑÐ¸Ð¸ Ð²ÑÑÑÑÐ¿Ð¸Ð»Ð¸ Ð´Ð°Ð½Ð½ÑÐµ Ð¾ÑÐµÑÐµÑÑÐ²ÐµÐ½Ð½Ð¾Ð¹ Ð¸ Ð·Ð°ÑÑÐ±ÐµÐ¶Ð½Ð¾Ð¹ Ð½Ð°ÑÑÐ½Ð¾-Ð¸ÑÑÐ»ÐµÐ´Ð¾Ð²Ð°ÑÐµÐ»ÑÑÐºÐ¾Ð¹ Ð»Ð¸ÑÐµÑÐ°ÑÑÑÑ, Ð¾ÑÐ¸ÑÐ¸Ð°Ð»ÑÐ½ÑÑ ÐÐ½ÑÐµÑÐ½ÐµÑ-ÑÐµÑÑÑÑÐ¾Ð² Ð¸ Ð°Ð½Ð°Ð»Ð¸ÑÐ¸ÑÐµÑÐºÐ¸Ñ Ð°Ð³ÐµÐ½ÑÑÑÐ².
description: The aim of the work is to develop and to implement a model of a new principle of support for projects on the implementation of information systems implemented by the 1C franchise company. â The following tasks were accomplished: â To analyze the activities of the company KOMLPEX ICT: to identify the main problems that require improvement. â To analyze the ways of solving the identified problems. â To develop a solution in the form of a model of a new maintenance principle, to determine the potential effects of the introduction of a new principle. â To consider the possibility of applying a new work model to one of the projects of the ICT COMPLEX LLC, analyze the nature of the problems in this project, simulate the support process in the AS IS and TO BE project, consider the motivational aspect, analyze the risks, considering the specifics of adapting the model to this project. â Evaluate the effectiveness of the project for the introduction of a new model: calculate the cost of implementation, assess the change in quantitative and qualitative indicators before and after the introduction of IP, evaluate commercial efficiency using statistical performance indicators and metrics. The relevance of the topic is due to the need for companies to improve their relationships with customers and. The relevance of the topic is justified by the need for companies to enhance their customer relationships and implement automation projects to achieve high efficiency, improve competitiveness, and meet the needs of modern customers. The sources of information used include domestic and international scientific literature, official websites, and analytical agencies.