scholarly journals Development of the Incident Management Model in an Enterprise Information System Based on a Three-Tier Architecture Using Key (Relevant) Metrics

2020 ◽  
Vol 24 (3) ◽  
pp. 78-86
Author(s):  
A. A. Mikryukov ◽  
A. V. Kuular
Keyword(s):  
Information Technology ◽  
Information System ◽  
Management Model ◽  
Incident Management ◽  
Management Process ◽  
Enterprise Information System ◽  
Enterprise Information ◽  
Proposed Model ◽  
Target Values

The aim of the study is to increase the efficiency of the incident management process in an enterprise information system. The article analyzes the work on improving the incident management process. The expediency of applying a number of key metrics is substantiated, which makes it possible to assess the degree to which the process indicators achieved their target values, that is, assess the quality of the incident management: the speed of solving the incident, the degree of satisfaction of service users and the availability of channels for processing user requests. A comparative analysis of the existing model of the incidents’ management process and the proposed model is performed. The proposed model, which includes an additional support line, can significantly improve key indicators of incident handling and resolution process. The scientific novelty of the developed proposals lies in the integrated use of a combination of process, technological and service metrics, which provides the construction of a more effective model of incident management.Materials and methods. The theoretical basis of the study is the analysis of recommendations for the use of metrics in accordance with: the management methodology of the COBIT information technology, recommendations for building an incident management process based on the ITIL library of information technology infrastructure, as well as the results of scientific research by Russian and foreign scientists and publications of leading organizations in the field of management incidents in enterprise information systems. The analysis of incident management process metrics is carried out. The mathematical methods of quantitative measurement of key metrics are used. The analysis of statistical data received by the technical support service for incident management processes was carried out.Results. The use of key metrics is justified, with the help of which the task of promptly responding to incidents, their subsequent processing and resolution is solved in conditions of ensuring guaranteed access to channels for processing calls. A three-tier incidents’ management model was developed, which made it possible to more effectively solve the problem of managing their processing based on the integrated use of key metrics.Conclusion. The study revealed the shortcomings of the existing model of the incident management process. The analysis of metrics used in existing models of the incident management process is carried out. The choice of a set of relevant metrics is substantiated, the complex application of which allowed us to develop a more effective incident management model that meets both the requirements of service consumers and the requirements for the operation of an information system. The developed model provides improved quality of incident processing (speed, completeness, reliability).A distinctive feature of the developed model is the use of objective quantitative characteristics obtained on the basis of relevant metrics of the incident management process, which made it possible to substantiate proposals for improving the existing incident management model in the enterprise information system.

Implementation Management of an E-Commerce- Enabled Enterprise Information System

2011 ◽  
pp. 155-168
Author(s):  
R. P. Sundarraj ◽  
Joseph Sarkis
Keyword(s):  
Information Technology ◽  
Information System ◽  
Supply Chain ◽  
Enterprise Information System ◽  
Erp Implementation ◽  
Enterprise Information ◽  
Erp System ◽  
Market Needs ◽  
Implementation Management

This chapter presents a case study of an overview of the efforts of Texas Instrument’s (TI’s) internal and external ERP implementation, with a focus on linking its ERP system in a global e-commerce setting. This linkage is especially important since it had been stated in TI’s strategic plan as an objective of this project to provide visibility of the ERP system to external constituents via Web linkages along with the objective of standardizing internal processes and important information technology systems to support market needs. Thus, its ERP system is central to managing its supply chain and B2B e-commerce linkages from both a customer and supplier perspective. Issues faced by TI are clearly outlined with future questions also posed in the final section.

scholarly journals SISTEM INFORMASI ENTERPRISE PADA BALI ETAWA FARM

2020 ◽  
Vol 2 (1) ◽  
pp. 1-11
Author(s):  
Pande Made Widiarjaya WD ◽  
I Gede Juliana Eka Putra ◽  
I Nyoman Yudi Anggara Wijaya
Keyword(s):  
Information Technology ◽  
Information System ◽  
Data Collection ◽  
Interface Design ◽  
Research Method ◽  
Business Processes ◽  
Animal Husbandry ◽  
Enterprise Information System ◽  
Enterprise Information ◽  
Design Database

Information technology has developed in various fields of life. Along with these developments, technology also plays a very important role in agriculture and animal husbandry. However, the Bali Etawa Farm company has not utilized information technology so that in carrying out its business processes there are obstacles. One of the obstacles facing Bali Etawa Farm today is that the existing processes are not yet integrated, both in terms of production, sales and warehouse processes. With these problems, it is necessary to create an Enterprise Information System to integrate all processes in Bali Etawa Farm. The research method used in this research is the waterfall method which is also called the classic life cycle and data collection is interviews, observation and documentation at Bali Etawa Farm. Based on the results of data collection, the constraints and flow of business processes that exist at Bali Etawa Farm are identified. From these results, a system design, database design and interface design are made, from these designs then poured into the coding to make the system, after the system is completed, the system will be tested. The results of system testing are as expected so that the enterprise information system has been successfully created.

Implementation Management of an E-Commerce-Enabled Enterprise Information System

2011 ◽  
pp. 133-148 ◽  
Author(s):  
R. P. Sundarraj ◽  
Joseph Sarkis
Keyword(s):  
Information Technology ◽  
Information System ◽  
Supply Chain ◽  
Enterprise Information System ◽  
Erp Implementation ◽  
Enterprise Information ◽  
Erp System ◽  
Market Needs ◽  
Implementation Management

This chapter presents a case study of an overview of the efforts of Texas Instrument’s (TI’s) internal and external ERP implementation, with a focus on linking its ERP system in a global e-commerce setting. This linkage is especially important since it had been stated in TI’s strategic plan as an objective of this project to provide visibility of the ERP system to external constituents via Web linkages along with the objective of standardizing internal processes and important information technology systems to support market needs. Thus, its ERP system is central to managing its supply chain and B2B e-commerce linkages from both a customer and supplier perspective. Issues faced by TI are clearly outlined with future questions also posed in the final section.

scholarly journals Analisa & Evaluasi Sistem Pembelian, Persediaan & Penjualan Tunai pada PT. ZRB

2014 ◽  
Vol 5 (1) ◽  
pp. 355
Author(s):  
Kriswanto Kriswanto ◽  
Ririn Febrina
Keyword(s):  
Information Technology ◽  
Information System ◽  
Business Processes ◽  
Accounting System ◽  
Enterprise Information System ◽  
Enterprise Information ◽  
Cycle System ◽  
Purchasing Department

Information technology is an important part of the company. With the application of information technology, the enterprise information system will be integrated well, so this will help the business processes within the company, and it is also expected to assist management in controlling the procedures performed by the staff. The problems faced by this company is the company is already using the company's accounting informationsystem but not yet optimal and integrated, so the company experienced problems in purchasing, inventory and cash sales. This includes systems that can help to document each transaction on cash purchases and sales cycle, as well as the inventory cycle system that is not running properly. Expectations of this study, the evaluation of accounting system will facilitate the work of the purchasing department, warehouse, finance and accounting and sales departments in managing the time spent in the operations of the company. This will provide benefits in thepreparation of reports by management in terms of accuracy and speed reports for faster and accurate decisionmaking.

scholarly journals Peran Serta Strategi Sistem Informasi Terhadap Keberhasilan Penerapan Teknologi Informasi Perusahaan

2011 ◽  
Vol 2 (1) ◽  
pp. 42 ◽  
Author(s):  
Tanty Oktavia
Keyword(s):  
Information Technology ◽  
Information System ◽  
Management Strategy ◽  
Enterprise Information System ◽  
Enterprise Information ◽  
Planning Strategy ◽  
A Company ◽  
Business Sectors ◽  
Role Of Information

The role and strategy of information sytems in all business sectors that exist at present have a very important priority for the company. This is inevitable because the information system has become an important part in the continuity of a company. Perhaps without the information system, the company’s operations will not be able to work properly because various sectors/divisions rely on business automation process. Planning strategy in an enterprise information system aims to enable companies to determine appropriate strategies in the information system implementation. Setting the information system and information technology strategically needs a way to understand the role of information technology on an organization. Most organizations will not hesitate to review the investment in information technology that has been done because the success of a company is also determined by the application of information systems. Evaluation of experience, success, and failure of the previous application is an important aspect in management strategy.

Research and Implementation of Event Handling of IT Service

2014 ◽  
Vol 513-517 ◽  
pp. 2082-2085
Author(s):  
Qiang Chen ◽  
Xin Peng Wan
Keyword(s):  
International Standards ◽  
Incident Management ◽  
Management Process ◽  
Event Management ◽  
Enterprise Information System ◽  
Enterprise Information ◽  
It Service ◽  
System A ◽  
Fault Handling ◽  
Management Processes

With the development of enterprise information system, a fast recovery from IT fault or incident has become more and more important. To ensure that users can resume their work as soon as possible, this paper designs and implements an event management process. Based on the international standards ITIL and ISO20000, this paper discusses the incident management process design and implementation. This design improved incident management processes, defined the responsibilities and implementing guidelines of roles involved, define key performance indicators extracted. This design can be widely used in IT companies fault handling and event management.

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