An Interactive Report System Development for Analysis and Monitoring of IT Service Process

Student: Kosmylina Anastasiya

Educational Programme: Business Informatics (Bachelor)

Year of Graduation: 2019

The pace of transition to digital space is accelerating. More and more business processes are being transferred to the digital environment, which makes the task of ensuring the stable operation of all IT systems more difficult than before. The process of technical support and internal IT services of the company aims to solve this problem. This process is automated through the introduction of incident management platforms, but the problem of process analysis arises. The complex architecture makes it difficult to review the flow of events and analyze it. This paper provides an overview of these issues from different perspectives: process management, analysis and monitoring through the introduction of a balanced scorecard for IT services. Additionally, an application with interactive reports was developed for direct use of the developed KPI system by end users on a daily basis.

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