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Student
Title
Supervisor
Faculty
Educational Programme
Final Grade
Year of Graduation
Elena Tarasova
Business Process Analysis of Technical Support for Regional Portals for Educational Institutions of Perm Region
Lidia V. Shestakova
2017
During the analysis of Perm region educational organizations portals technical support service business processes, the short characteristics of supported educational portals was given, organization structure and work performed by the technical support service was described, identification of the “Handling requests from users of regional educational portals” process was carried out.

Use-case diagram of the “Handling requests from users of regional educational portals” is constructed. The “AS IS” model is described in IDEF0, EPC and BPMN notations. The results of simulation modeling in BMPN notation are investigated. For the purpose of diagnosing the process and applying the monitoring of changes, an analysis of the “Handling requests from users of regional educational portals” process indicators was conducted.

During the technical support service processes analysis the problem areas were identified. Model “TO BE” in EPC and BPMN notations was constructed. Recommendations for Perm region educational organizations portals technical support service was proposed. Requirements for the rules of management of technical support appeals was developed. Regulations draft for technical support service appeals was proposed.

This work is of interest to organizations, which perform technical user support and maintenance of information systems.

Work characteristics:

• The main text is 69 pages.

• 36 illustrations

• 26 tables;

• 8 applications;

• The bibliography includes 20 titles.

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