Aspects of modernization of ITSM class information system in software development companies: microservice architecture of the search module of the system

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The article considers the problem of practical modernization of IT service management system in software development companies. This problem has recently been widely considered in the works of world scientists [1–5; 13–15]. To study the needs of modernization, typical business process diagrams of the developer company (BPMN 2.0) are given. Based on the analysis of the business processes and the shortcomings identified in them, the components of an architectural microservice solution for modernization in the area of incident handling are developed and given in schematic form. As a result, the microservice architecture of the search module of the ITSM system is obtained, which is given in the form of a model with explanations in the article. As a development of the research, it is planned to carry out pilot tests of the developed architecture in solving a number of applied tasks with subsequent evaluation of the obtained results. The proposed modernization variant is characterized by universality and can be considered as a solution in each case of ITSM use in a production enterprise. The article will be useful for IT-specialists implementing and maintaining ITSM systems.

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作者简介

Mikhail Smirnov

MIREA – Russian Technological University

编辑信件的主要联系方式.
Email: mikhaelsmirnov@gmail.com
ORCID iD: 0000-0001-5018-2963
SPIN 代码: 4990-7320

Cand. Sci. (Econ.); associate professor, KB-9 Department

俄罗斯联邦, Moscow

Evgenii Mityakov

MIREA – Russian Technological University

Email: mityakov@mirea.ru
ORCID iD: 0000-0001-6579-0988
SPIN 代码: 5691-8947

Dr. Sci. (Econ.), Professor, KB-9 Department

俄罗斯联邦, Moscow

Anton Makhov

NetCracker LLC

Email: antonmahov@yandex.ru
ORCID iD: 0009-0003-0107-6293

software engineer

俄罗斯联邦, Moscow

参考

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补充文件

附件文件
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1. JATS XML
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2. Fig. 1. Incident life cycle

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3. Fig. 2. Business process “Incident management. Receiving requests and organizing the incident team. Incident escalation”

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4. Fig. 3. Business process “Incident management. Incident reproduction”

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5. Fig. 4. Business process “Incident management. Incident resolution. Incident review”

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6. Fig. 5. Scheme of interaction between microservices of the developed module and external systems

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