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Effective organization of service requests using the example of a unified user support service for JSCo "RZD"

Abstract

Effective organization of service requests using the example of a unified user support service for JSCo "RZD"

Moskat N.A.

Incoming article date: 02.08.2018

Describes the process of processing applications single user support services (UPCS), jsco «RZD», presented the objectives of the project. Are the standard time for work performed in the UPS. A model for evaluating the timeliness of processing applications, UPS created users software package. Assess the appropriateness and timeliness of information from UPCS users. The smallest probability of timely information UPS during the day will be observed from 8.00-9.00 am on Monday and from 17.00-19.00 p.m. on Friday. The optimal number of service channels for the stated criteria for timeliness of processing applications is 7

Keywords: information technology, UPS, ITSM, treatment, timeliness, processing, registration, circulation model UPS, channel services, ITC