The Construction of a Mathematical Model of Analysis of Incidents Durring the Operation of Integrated Solutions

In this paper, the research object is the provision of quality and stability provided by IT services. The objective of this work is to build a mathematical model of the incident management process during the operation of the integrated solutions at the companies for further development of the algorithm for effective incident management. During the work process, a thorough analysis of the incident management process was provided, the basic principles of operation of the Service Desk and some aspects of the integration solutions were revealed, as well as a comparative analysis of integration tools for the implementation of the integration solutions was held. Further, we have analyzed the architecture of the InterSystems Ensemble, and on the basis of this obtained information the mathematical model of the incident management process in the integration platform Ensemble was built with the use of mathematical tools of the Queuing theory and the Graph theory. This mathematical model was used for development of the efficient algorithm of the incident management, which is based on the functionality of the subsystem for identification and classification of incidents, as well as the model of this system was designed. The results can be used by enterprises for improving of the efficiency of the incident management system.