title: ÐÐ½ÐµÐ´ÑÐµÐ½Ð¸Ðµ Ð¸Ð½ÑÐ¾ÑÐ¼Ð°ÑÐ¸Ð¾Ð½Ð½Ð¾Ð¹ ÑÐ¸ÑÑÐµÐ¼Ñ Ð´Ð»Ñ Ð°Ð²ÑÐ¾Ð¼Ð°ÑÐ¸Ð·Ð°ÑÐ¸Ð¸ Ð²Ð·Ð°Ð¸Ð¼Ð¾Ð´ÐµÐ¹ÑÑÐ²Ð¸Ñ Ð¿Ð¾ÑÑÐ°Ð²ÑÐ¸ÐºÐ° ÐÐ¢-ÑÐµÑÐ²Ð¸ÑÐ¾Ð² Ð¸ Ð¿Ð¾Ð»ÑÐ·Ð¾Ð²Ð°ÑÐµÐ»ÐµÐ¹
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: Implementation of an information system to automate the interaction between IT services provider and users
Creators: name: Ð¢ÑÐµÑÑÑÐºÐ¾Ð²Ð°, ÐÐ¸Ð¾Ð»ÐµÑÑÐ°
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: 2023
Subjects: ÑÐ¸ÑÑÐµÐ¼Ð° Ð¿Ð¾Ð´Ð´ÐµÑÐ¶ÐºÐ¸ Ð¿Ð¾Ð»ÑÐ·Ð¾Ð²Ð°ÑÐµÐ»ÐµÐ¹
Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ðµ Ð¸Ð½ÑÐ¾ÑÐ¼Ð°ÑÐ¸Ð¾Ð½Ð½Ð¾Ð¹ ÑÐ¸ÑÑÐµÐ¼Ñ
Ð°Ð²ÑÐ¾Ð¼Ð°ÑÐ¸Ð·Ð°ÑÐ¸Ñ Ð¿ÑÐ¾ÑÐµÑÑÐ¾Ð²
Ð¾ÑÐµÐ½ÐºÐ° ÑÐºÐ¾Ð½Ð¾Ð¼Ð¸ÑÐµÑÐºÐ¾Ð¹ ÑÑÑÐµÐºÑÐ¸Ð²Ð½Ð¾ÑÑÐ¸
ÑÐ¾ÑÐ¼Ð¸ÑÐ¾Ð²Ð°Ð½Ð¸Ðµ Ð¼ÐµÑÑÐ¸Ðº Ð¾ÑÐµÐ½ÐºÐ¸ ÐºÐ°ÑÐµÑÑÐ²Ð°
user support system
implementation of an information system
process automation
economic efficiency assessment
formation of quality assessment metrics

description: Ð¦ÐµÐ»ÑÑ ÑÐ°Ð±Ð¾ÑÑ ÑÐ²Ð»ÑÐµÑÑÑ Ð¾Ð±Ð¾ÑÐ½Ð¾Ð²Ð°Ð½Ð¸Ðµ Ð¸ ÑÐµÐ°Ð»Ð¸Ð·Ð°ÑÐ¸Ñ Ð¿ÑÐ¾ÐµÐºÑÐ° Ð¿Ð¾ Ð°Ð²ÑÐ¾Ð¼Ð°ÑÐ¸Ð·Ð°ÑÐ¸Ð¸ Ð² IT-ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸ Ð¿ÑÐ¾ÑÐµÑÑÐ° Ð¾ÐºÐ°Ð·Ð°Ð½Ð¸Ñ Ð¿Ð¾Ð´Ð´ÐµÑÐ¶ÐºÐ¸ Ð²Ð½ÑÑÑÐµÐ½Ð½Ð¸Ñ Ð¸ Ð²Ð½ÐµÑÐ½Ð¸Ñ Ð¿Ð¾Ð»ÑÐ·Ð¾Ð²Ð°ÑÐµÐ»ÐµÐ¹ Ð·Ð° ÑÑÑÑ ÑÐ°Ð·ÑÐ°Ð±Ð¾ÑÐºÐ¸ Ð¸ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ ÑÐ¸ÑÑÐµÐ¼Ñ ÑÐµÑÐ½Ð¸ÑÐµÑÐºÐ¾Ð¹ Ð¿Ð¾Ð´Ð´ÐµÑÐ¶ÐºÐ¸. ÐÐ°Ð´Ð°ÑÐ¸ ÑÐ°Ð±Ð¾ÑÑ: â Ð°Ð½Ð°Ð»Ð¸Ð· Ð¿ÑÐ¾Ð±Ð»ÐµÐ¼, ÑÑÐµÐ±ÑÑÑÐ¸Ñ ÑÐ°Ð·ÑÐ°Ð±Ð¾ÑÐºÐ¸ ÑÐ¸ÑÑÐµÐ¼Ñ ÑÐµÑÐ½Ð¸ÑÐµÑÐºÐ¾Ð¹ Ð¿Ð¾Ð´Ð´ÐµÑÐ¶ÐºÐ¸, Ð¸ Ð¾Ð±Ð¾ÑÐ½Ð¾Ð²Ð°Ð½Ð¸Ðµ Ð½ÐµÐ¾Ð±ÑÐ¾Ð´Ð¸Ð¼Ð¾ÑÑÐ¸ ÑÐµÐ°Ð»Ð¸Ð·Ð°ÑÐ¸Ð¸ Ð´Ð°Ð½Ð½Ð¾Ð³Ð¾ Ð¿ÑÐ¾ÐµÐºÑÐ°; â Ð²ÑÑÐ²Ð»ÐµÐ½Ð¸Ðµ ÑÑÐµÐ±Ð¾Ð²Ð°Ð½Ð¸Ð¹ Ð¸ Ð¾Ð³ÑÐ°Ð½Ð¸ÑÐµÐ½Ð¸Ð¹ Ðº ÑÐ°Ð·ÑÐ°Ð±Ð°ÑÑÐ²Ð°ÐµÐ¼Ð¾Ð¹ ÐÐ¡; â ÑÐ°Ð·ÑÐ°Ð±Ð¾ÑÐºÐ° Ð¼Ð¾Ð´ÐµÐ»ÐµÐ¹ Ð±Ð¸Ð·Ð½ÐµÑ-Ð¿ÑÐ¾ÑÐµÑÑÐ¾Ð² Ð¸ Ð°ÑÑÐ¸ÑÐµÐºÑÑÑÐ½ÑÑ Ð¿ÑÐµÐ´ÑÑÐ°Ð²Ð»ÐµÐ½Ð¸Ð¹ Ð² ÑÐµÐºÑÑÐµÐ¼ Ð¸ ÑÐµÐ»ÐµÐ²Ð¾Ð¼ ÑÐ¾ÑÑÐ¾ÑÐ½Ð¸ÑÑ; â Ð¿Ð»Ð°Ð½Ð¸ÑÐ¾Ð²Ð°Ð½Ð¸Ðµ Ð°ÑÐ¿ÐµÐºÑÐ¾Ð² Ð¿ÑÐ¾ÐµÐºÑÐ° Ð¸ Ð¾ÑÐµÐ½ÐºÐ° ÐµÐ³Ð¾ ÑÑÑÐµÐºÑÐ¸Ð²Ð½Ð¾ÑÑÐ¸; â ÑÐ¾ÑÐ¼Ð¸ÑÐ¾Ð²Ð°Ð½Ð¸Ðµ Ð¼ÐµÑÑÐ¸Ðº Ð´Ð»Ñ Ð¾ÑÐµÐ½ÐºÐ¸ ÐºÐ°ÑÐµÑÑÐ²Ð° Ð¿Ð¾Ð´Ð´ÐµÑÐ¶ÐºÐ¸ Ð¿Ð¾Ð»ÑÐ·Ð¾Ð²Ð°ÑÐµÐ»ÐµÐ¹. Ð Ð°Ð±Ð¾ÑÐ° Ð²ÑÐ¿Ð¾Ð»Ð½ÑÐ»Ð¾ÑÑ Ð½Ð° Ð±Ð°Ð·Ðµ Ð´Ð°Ð½Ð½ÑÑ ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸, Ð¿ÑÐµÐ´Ð¾ÑÑÐ°Ð²Ð»ÑÑÑÐµÐ¹ IT-ÑÑÐ»ÑÐ³Ð¸, Ð¸ Ð¾ÑÐºÑÑÑÑÑ Ð¸ÑÑÐ¾ÑÐ½Ð¸ÐºÐ¾Ð², Ð²ÐºÐ»ÑÑÐ°Ñ ÑÑÐ°Ð½Ð´Ð°ÑÑÑ, Ð»Ð¸ÑÐµÑÐ°ÑÑÑÑ, Ð½Ð°ÑÑÐ½ÑÐµ ÑÑÐ°ÑÑÐ¸ Ð¸ ÐÐ½ÑÐµÑÐ½ÐµÑ-ÑÐµÑÑÑÑÑ. ÐÐµÑÐ¾Ð´Ñ Ð¸ÑÑÐ»ÐµÐ´Ð¾Ð²Ð°Ð½Ð¸Ñ: ÑÐ¸ÑÑÐµÐ¼Ð½ÑÐ¹ Ð°Ð½Ð°Ð»Ð¸Ð·, Ð¼Ð¾Ð´ÐµÐ»Ð¸ÑÐ¾Ð²Ð°Ð½Ð¸Ðµ Ð±Ð¸Ð·Ð½ÐµÑ-Ð¿ÑÐ¾ÑÐµÑÑÐ¾Ð² Ð² Ð½Ð¾ÑÐ°ÑÐ¸Ð¸ BPMN, Ð¼Ð¾Ð´ÐµÐ»Ð¸ÑÐ¾Ð²Ð°Ð½Ð¸Ðµ Ð°ÑÑÐ¸ÑÐµÐºÑÑÑÐ½ÑÑ Ð¿ÑÐµÐ´ÑÑÐ°Ð²Ð»ÐµÐ½Ð¸Ð¹ Ð² Ð½Ð¾ÑÐ°ÑÐ¸Ð¸ ArchiMate. ÐÑÐ½Ð¾Ð²Ð½ÑÐµ ÑÐµÐ·ÑÐ»ÑÑÐ°ÑÑ ÑÐ°Ð±Ð¾ÑÑ: ÑÐ°Ð·ÑÐ°Ð±Ð¾ÑÐ°Ð½Ñ Ð¾Ð±Ð¾ÑÐ½Ð¾Ð²Ð°Ð½Ð¸Ðµ, ÑÐµÐ°Ð»Ð¸Ð·Ð°ÑÐ¸Ñ, Ð¸ÑÐ¾Ð³ Ð¸ Ð¿ÑÐµÐ´Ð»Ð¾Ð¶ÐµÐ½Ð¸Ñ, ÐºÐ°ÑÐ°ÑÑÐ¸ÐµÑÑ Ð¿ÑÐ¾ÐµÐºÑÐ° Ð¿Ð¾ Ð°Ð²ÑÐ¾Ð¼Ð°ÑÐ¸Ð·Ð°ÑÐ¸Ð¸ Ð¿ÑÐ¾ÑÐµÑÑÐ° Ð¿Ð¾Ð´Ð´ÐµÑÐ¶ÐºÐ¸ Ð¿Ð¾Ð»ÑÐ·Ð¾Ð²Ð°ÑÐµÐ»ÐµÐ¹ Ð·Ð° ÑÑÑÑ ÑÐ°Ð·ÑÐ°Ð±Ð¾ÑÐºÐ¸ Ð¸ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ ÑÐ¾Ð¾ÑÐ²ÐµÑÑÑÐ²ÑÑÑÐµÐ¹ ÑÐ¸ÑÑÐµÐ¼Ñ Ð² IT-ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸. ÐÑÐ°ÐºÑÐ¸ÑÐµÑÐºÐ°Ñ Ð·Ð½Ð°ÑÐ¸Ð¼Ð¾ÑÑÑ ÑÐ°Ð±Ð¾ÑÑ Ð¾Ð¿ÑÐµÐ´ÐµÐ»ÑÐµÑÑÑ ÑÐ°ÐºÑÐ¾Ð¼ ÑÑÐ¿ÐµÑÐ½Ð¾Ð¹ ÑÐµÐ°Ð»Ð¸Ð·Ð°ÑÐ¸Ð¸ Ð´Ð°Ð½Ð½Ð¾Ð³Ð¾ Ð¿ÑÐ¾ÐµÐºÑÐ° Ð² IT-ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸ Ð¸ Ð´Ð¾ÑÑÐ¸Ð¶ÐµÐ½Ð¸Ñ Ð¾Ð¶Ð¸Ð´Ð°ÐµÐ¼ÑÑ ÑÐµÐ·ÑÐ»ÑÑÐ°ÑÐ¾Ð² Ð¾Ñ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ, Ð° ÑÐ°ÐºÐ¶Ðµ â Ð¾Ñ ÑÐµÐ°Ð»Ð¸Ð·Ð°ÑÐ¸Ð¸ ÑÐ¸ÑÑÐµÐ¼Ñ Ð·Ð°ÐºÐ°Ð·ÑÐ¸ÐºÐ°Ð¼. ÐÑÐ²Ð¾Ð´Ñ. ÐÐ°Ð´Ð°ÑÐ¸ ÐÐÐ  ÑÐµÑÐµÐ½Ñ, ÑÐµÐ»Ñ â Ð´Ð¾ÑÑÐ¸Ð³Ð½ÑÑÐ°, Ð¸ ÑÑÐ²ÐµÑÐ¶Ð´ÐµÐ½Ð° Ð¿ÑÐ°ÐºÑÐ¸ÑÐµÑÐºÐ°Ñ Ð·Ð½Ð°ÑÐ¸Ð¼Ð¾ÑÑÑ Ð¿ÑÐµÐ´Ð»Ð¾Ð¶ÐµÐ½Ð½Ð¾Ð³Ð¾ Ð¿ÑÐ¾ÐµÐºÑÐ° Ð¿Ð¾ ÑÐ°Ð·ÑÐ°Ð±Ð¾ÑÐºÐµ Ð¸ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ ÑÐ¸ÑÑÐµÐ¼Ñ ÑÐµÑÐ½Ð¸ÑÐµÑÐºÐ¾Ð¹ Ð¿Ð¾Ð´Ð´ÐµÑÐ¶ÐºÐ¸ Ð¿Ð¾Ð»ÑÐ·Ð¾Ð²Ð°ÑÐµÐ»ÐµÐ¹.
description: The purpose of the research is substantiation and implementation of a project to automate the process of supporting internal and external users in an IT company through the development and implementation of a technical support system. Tasks of the work: â analysis of problems requiring the development of a technical support system and justification of the need to implement this project; â identification of requirements and restrictions to the developed IS; â development of business process models and architectural representations in the current and target states; â planning aspects of the project and evaluation of its effectiveness; â formation of metrics to assess the quality of user support. The research was carried out on the basis of an IT services company and open sources, including standards, literature, scientific articles and Internet resources. Research methods: system analysis, modeling of business processes in BPMN notation, modeling of architectural representations in ArchiMate notation. The main results of the study: justification, implementation, outcome and proposals have been developed regarding the project to automate the user support process through the development and implementation of an appropriate system in an IT company. The practical significance of the work is determined by the fact of the successful implementation of this project in an IT company and the achievement of the expected results from the implementation, as well as from the implementation of the system to customers. Conclusions. The tasks of the FQW have been solved, the goal has been achieved, and the practical significance of the proposed project for the development and implementation of a user technical support system has been approved.