Jul 2026· European Open Science Space· pp. 108-124· 0 citations
TL;DR
The article examines the prerequisites for creating and implementing business process automation systems at information technology (IT) enterprises, and the necessity of developing affordable specialized automation systems for small IT businesses is substantiated.
Abstract
The article examines the prerequisites for creating and implementing business
process automation systems at information technology (IT) enterprises. The evolution
of IT infrastructure management approaches from a resource-based model to a serviceoriented
concept (ITSM) based on the ITIL library of best practices is analyzed. The
architectural features of building modern information systems, particularly the clientserver
architecture, as well as tools for modeling business processes and databases
(ERwin, BPwin, PowerDesigner) are investigated. A comparative analysis of current
ServiceDesk/HelpDesk software solutions available on the market (BPM'online
service, ITSM 365, ServiceNow, ITSM InfraManager) is conducted, highlighting their
advantages, disadvantages, and pricing characteristics. The necessity of developing
affordable specialized automation systems for small IT businesses is substantiated.
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