Prerequisites for developing a business process automation system for an IT enterprise

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 service-oriented concept (ITSM) based on the ITIL library of best practices is analyzed. The architectural features of building modern information systems, particularly the client-server 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.