DEVELOPMENT OF A RESOURCE MANAGEMENT METHODOLOGY FOR A SERVICE COMPANY

Abstract

This article discusses the specifics of managing a service-related company. It shows how the preparation of input data and their transformation takes place. Peculiarities of model preparation for training and testing are demonstrated. The general scheme of interaction between customer end-users and project and third-party technical support taking into account the conditions of service maintenance is given. The scheme of logic of processing incoming incidents between support lines is shown. The logic diagram of the prediction module for determining the support team is given. After the work has received the trained model that allows to carry out prediction of a support team on the basis of methods of logistic regression, by means of language Python it can be saved as a special file, it can then be connected as an independent module. Purpose. Determination of methods and techniques of analysis used in the analysis of export operations. Methodology the article used systems analysis and enterprise management methods. Results: an example of resolved incident data for a specific support team with engineers is considered, as well as an example of numerical feature calculations to adjust the support team engineer’s baseline prediction. A logic diagram of the improved software solution model is shown. Practical implications can be used with the improvement of IT service management in terms of incident coordinator activities.

Keywords

• company
• resource management
• customer service