This article discusses the problem of automating the application processing processes in the technical support service of a large insurance company ROSNO. The main focus is on the analysis of current business processes, the selection of suitable technologies and software development methodology for the implementation of the project. The economic efficiency of the implementation of the solution is shown, as well as the prospects for its scaling to other areas of the enterprise.
information system, Service Desk, Microsoft Solutions Framework (MSF), information security, economic efficiency
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