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The article addresses the challenge of improving the efficiency of managing complex, distributed IT infrastructure in holding companies. The relevance of the solution is driven by communication gaps, misalignment between development strategy and IT infrastructure, and the lack of a unified decision support system. The aim of the work is the development and practical implementation of a functional model and adaptive algorithms for an intellectual decision support system (DSS). Based on the analysis of the subject area using IDEF0, IDEF3, UML, and BPMN methodologies, business processes for the interaction between the technical support service and users were modeled. A relational data model, which serves as the foundation for the system, was designed and normalized to the third normal form. The JIRA Service Desk system was selected and adapted as the software platform for the DSS implementation. A modular system architecture supporting strategic, tactical, and operational management levels was developed. Adaptive algorithms for request processing and resource balancing are proposed. The result of the work is a functioning digital platform implemented in the holding company. The economic assessment showed high implementation efficiency: the annual economic effect amounted to 494,5 thousand rubles with a payback period of 0,36 years (about 4 months). The system implementation reduced incident response time by 25%, increased the accuracy of resource planning, and improved user satisfaction.
Keywords:IT infrastructure, holding company, intelligent decision support system (DSS), functional model, business processes, relational database, JIRA Service Desk, adaptive algorithms, economic efficiency
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