Decision Support in Incident Management Systems. Models of Searching for Ergonomic Reserves to Increase Efficiency

The article addresses the problems of reliability and efficiency of modern information management systems. An analysis of the current state of theory and practice of a new section of computer science, called Incident Management, is carried out. It is shown that one of the main groups of reserves of high-quality and timely execution of requests in the service request management system is the group associated with taking into account the human factor, that is, the group of ergonomic reserves. It is also shown that a comprehensive consideration of all factors affecting the efficiency is possible if the method of functional networks developed by a scientific school under the leadership of professor Anatoly Gubinsky is used to describe incident management processes. Principles and basic models for the decision support system for ergonomic quality assurance are proposed. For the case of a multi-ergatic service request management system, typical for outsourcing companies, and the need to analyze work in queue conditions, a complex analytical-simulation model is proposed. Examples of computer simulation of incident management processes taking into account the human factor are given.