Development of a request management system in an IT company

The topic of this work is "Development of a request management system in an IT company", which is related to the need to solve the problem of communication between business and the IT department in companies. The implementation of ITSM approaches is the most relevant solution to the described problem, since it considers the interaction of business and IT from the point of view of a mutually beneficial "dialogue". The purpose of the work is to develop and theoretically justify the implementation of a request management system, which will improve the interaction between customers and the company's service departments. This approach will not only improve the quality of service, but also reduce the response time to incidents, which is an important aspect in a highly competitive environment. To achieve this goal, an analysis of modern approaches to managing requests in the IT sector was carried out. To form an idea of the situation in the company, a survey of technical support processes was conducted. As a result, an updated version was developed based on the customer's business requirements. Next, a Service Desk class system was selected, which was used to develop the solution. To integrate it with the customer, a detailed plan was formed and connections with external systems were designed. The impact of the project will be assessed using a number of metrics that reflect the performance of the system. The work has significant theoretical and practical significance, as it offers a reasoned solution to improve the request management process, which contributes to increasing the level of customer satisfaction and operational efficiency in an IT company.