MODERN TECHNOLOGIES IN THE MANAGEMENT OF BUSINESS PROCESSES OF THE ENTERPRISE: PROBLEMS AND PROSPECTS OF DEVELOPMENT

Abstract

This paper raises the issue of developing IT service solutions aimed at optimizing and developing end-to-end business processes of the company, where one of these solutions is the integration of the Service Desk system. In the course of the study, an analysis of the existing methods and technologies in the field of business process management was carried out using the example of the company "CSC Information Technologies" LLC. As part of this article, the authors analyzed the company's previous service platform, studied the amount of current work, and identified the reasons for switching to the new Service Desk service platform, which allows you to efficiently and competently manage internal processes, as well as regulate the flow of incidents from customers. The advantages and disadvantages of the system were identified, its current functionality and capabilities were analyzed. The new platform has had a significant impact on the company's work, freeing up labor costs for other, but no less important tasks. But also an important emphasis was that when implementing such service platforms, one should always take into account the volume of services provided by the company and all the clients with whom it works.