Development and analysis of an incident management business process model using IDEF modeling tools

The paper touches upon the problem of incident management as part of the bank IT service performance. The relevance of the issue is due to the variety of types of incidents, the consequences of their impact on the performance and quality of business processes in the context of continuous improvement of information technology. The aim of the research is to study the process of managing incidents using IDEF modeling tools. The objectives of the study are reduced to the construction and analysis of an appropriate business model as in the case of considering the activities of the bank IT support service as well as the development of proposals for improving the information system. The study used theoretical and empirical general scientific methods: systematic data collection, review of electronic sources, generalization and analysis, the IDEF modeling method, which was employed to design context diagrams that reflect the essence, features and changes in the analyzed business process. The analysis has demonstrated the shortcomings in the implementation of incident management process related to the registration and further transmission of information in the support service system. The means to eliminate them are outlined with a view to minimizing the time for the implementation of the process and saving human and information resources, after which the requirements for a modified information system are defined that involve maintaining a database with examples of technical malfunctions. The result of the study was the construction of a conceptual model of the information process for registering incidents. The decomposition of the process has been made and changes have been introduced to quickly update information about potential incidents and notify the support staff about malfunctions. The subsequent transformation of the bank information system with due regard for the proposed changes contributes to the optimization of incident management, thus reducing the response time and improving bank performance.

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