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  • Implementation of the Technology of Interaction of the IT Department with Users in the Instrument-Making Company

Student
Title
Supervisor
Faculty
Educational Programme
Final Grade
Year of Graduation
Aleksandr Lapin
Implementation of the Technology of Interaction of the IT Department with Users in the Instrument-Making Company
2019
The author is Alexander A. Lapin, a 2nd year postgraduate student at the IAUP-17-1 group at the Higher School of Economics-Perm. Topic - The introduction of technology interaction IT services with users in the instrument company. The text contains an analysis of standards for organizing activities in the IT department and identifying the most appropriate solution for a particular enterprise. This paper is written for company executives, IT managers and business analysts.

Work includes 4 chapters:

1. Analysis of standards in the field of organization of work of departments involved in the provision of IT services. We consider the standards that describe the best practices used in practice for organizing the activities of IT companies and IT departments.

2. Simulation of the process of interaction between IT and users of ITIL, CobIT and MOF. The ways of interaction between the IT service and users for each of the standards are identified, described and modeled using the Archi modeling tool.

3. Functional-cost analysis of the ways IT-users interact with ITIL, CobIT and MOF. The obtained models are analyzed, the main functions for each of the obtained methods of interaction between the IT service and users are highlighted, their time value and significance are assessed.

4. Implementation of the Service Desk in the IT division of the instrument-making company. It describes the formation of a catalog of IT services, the technology of managing requests within the service, as well as the design, implementation and analysis of the test mode of the Service Desk system.

The number of pages is 94. The number of illustrations is 61 (including 1 in the annexes). The work was written for the Department of Information Technologies in Business, HSE-Perm in 2019.

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