MODELING OF BUSINESS PROCESSES OF A COMPANY’S IT-DEPARTMENT IN INFORMATION ECONOMICS

Abstract

The article deals with the optimization of business processes related to the information services provided to the users of international company’s IT-department in information economics. Since the support of information systems by specialists of a particular direction consists mainly of solving typical problems that occur randomly with a given frequency, queuing theory was chosen as a basic element of the study. We also used the process approach, took into account the methodological principles of ITIL Foundation v.3.0 (The excellence library of information technology management, which addresses the typical models, describes the objectives, main features, inputs and outputs of a variety of processes, that should be internalized in IT-departments of companies), as well as recommendations on the business processes management of domestic and foreign scholars (B. Anderson, N. Dubova, V. Eliferov, V. Repin, O. Rudakova, M. Hammer). The proposed simulation model of dealing with users’ requests by IT-department is developed using Business Studio modeling environment, which has been developed for business architecture design. In addition, it provides solutions to related tasks, which are necessary to ensure the continued development of the company, and maintains a full cycle of an effective management system: design – implementation – monitoring – analysis. The statistical analysis of IT-department data allowed us to estimate the duration of solving specific tasks and their probabilistic characteristics, and on this basis the model parameters were evaluated. In the process of experimentation with the simulation model some "bottlenecks" have been identified in the processing of applications. As a result of the process re-engineering (by refining the rules of users’ requests distribution between the experts of the company), we managed to significantly reduce the average duration of the requests processing, as well as reduce the length of the applications queue and improve the efficiency of the overall process.