Mathematical Models and Decision Support System for the Efficiency and Ergonomic Quality of IT Service Management Systems

The tasks of improving IT service management systems have been considered. There is a growing problem of the influence of the “human factor” and the need to implement an ergonomic quality management subsystem and decision support subsystem for the operator-manager based on variant modeling of “what happens if?” It is proposed to simulate the processes of man-machine interaction in IT-service management systems using the apparatus of functional networks of the scientific school of Professor Anatoly Gubinsky. For modeling the processes of the whole flow of requests and their fulfillment, the technology of simulation diskette event modeling in Matlab-Simulink environment is offered. It is reasonable to use the developed models in decision support systems for IT service management. This will make it possible to select reasonably the number of operators, technologies for executing requests, working conditions at workplaces, as well as to distribute functions between operators, etc.