Solution of the Task of Managing IT-Services with the Focus on the Business Processes of an Industrial Enterprise

摘要

The article presents one of the possible solutions to the problem of IT-management in an industrial enterprise. The IT-department of an industrial enterprise is seen as the provider of IT-services for business, which should bring profit. The solution of the problem is proposed through the introduction of business-oriented IT-management based on the BSM (Business Service Management) concept using the Routes To Value methodology. This methodology assumes the phased implementation of BSM in accordance with the level of criticality. The article considers an important direction in the process of managing IT-services in an industrial enterprise, namely, Service Level Management. Approbation of the results of the research was carried out through the implementation of the TrackStudio Enterprise user support system in the IT-department of the industrial enterprise.