Разработка и анализ модели бизнес-процесса управления инцидентами с использованием средств IDEF-моделирования
Работая с нашим сайтом, вы даете свое согласие на использование файлов cookie. Это необходимо для нормального функционирования сайта, показа целевой рекламы и анализа трафика. Статистика использования сайта отправляется в «Яндекс» и «Google»
Научный журнал Моделирование, оптимизация и информационные технологииThe scientific journal Modeling, Optimization and Information Technology
Online media
issn 2310-6018

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

Sazanova L.A.  

UDC 005.4, 004.056, 658.5
DOI: 10.26102/2310-6018/2023.42.3.002

  • Abstract
  • List of references
  • About authors

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.

1. Smirnov A.V. ITSM – an approach to the management and organization of IT services as a factor in increasing the competitiveness of an enterprise. Alleya nauki = Alley of Science. 2018; 1(11):16–20. (In Russ.).

2. Burenin A.N., Legkov K.Ye., Orkin V.V. Incident management in ensuring the security of information subsystems of automated control systems for complex organizational and technical objects. Infokommunikatsionnyye tekhnologii = Infocommunication technologies. 2018;16(1):122–131. (In Russ.).

3. Dmitriyeva N.G. Methodological models of information management. Trudy NGTU im. R.Ye. Alekseyeva = Proceedings of NNSTU im. R.E. Alekseev. 2017; 1(116):11–22. (In Russ.).

4. Zefirov S.L., Shcherbakova A.Y. Information security incidents assessment. Doklady TUSUR. Upravleniye, vychislitel'naya tekhnika i informatika = Proceedings of TUSUR University. Management, Computer Engineering and Informatics. 2014;2(32):77–81. (In Russ.).

5. Kostomarov V.A. Analysis of existing process approaches to managing information security incidents. Intellektual'nyy potentsial XXI veka: stupeni poznaniya = Intellectual potential of the XXI century: stages of knowledge. 2014;23:131–135. (In Russ.).

6. Ashraf M.U., Arif S., Basit A., Khan M.Sh. Provisioning quality of service for multimedia applications in cloud computing. International Journal of Information Technology and Computer Science. 2018;10(5):40–47.

7. Bubnenkova A.O., Vlasyuk Ye.A., Splender L.V., Trandofirov D.A., Azarov V.N. Modeling of business IT service management processes. Kachestvo. Innovatsii. Obrazovaniye = Quality. Innovation. Education. 2016;5(132):47–61. (In Russ.).

8. Blinnikova A.V., Nesterova YU.O. Incident management in ITSM using artificial intelligence. Vestnik universiteta = Bulletin of the University. 2020;6:36–40. (In Russ.).

9. Sazanova L.A. Application of modern DSS for solving managerial problems. Nauka i biznes: puti razvitiya = Science and business: development ways. 2022; 5(131):60–63. (In Russ.).

10. Anshina M.L. Architectural Models Managed by Service Agreements. Sovremennyye informatsionnyye tekhnologii i IT obrazovaniye = Modern Information Technologies and IT Education. 2021;17(2):334–344. (In Russ.).

11. Zarubin S.V., Obolonskaya A.V., Meluzov G.V. The specifics of the functioning of security incident management systems. Okhrana, bezopasnost', svyaz' = Security, safety, communication. 2022;7–2:17–23. (In Russ.).

Sazanova Larisa Anatolyevna
Candidate of physical and mathematical sciences
Email: sazanovalarisa@rambler.ru

The Ural State Economic University

Ekaterinburg, Russian Federation

Keywords: incident management, information system, business process, automation, IDEF model, support service

For citation: Sazanova L.A. Development and analysis of an incident management business process model using IDEF modeling tools. Modeling, Optimization and Information Technology. 2023;11(3). Available from: https://moitvivt.ru/ru/journal/pdf?id=1332 DOI: 10.26102/2310-6018/2023.42.3.002 (In Russ).


Full text in PDF

Received 14.03.2023

Revised 26.06.2023

Accepted 06.07.2023

Published 10.07.2023