2025, Vol. 12, No. 4. - go to content...

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DOI: 10.15862/10INOR425 (https://doi.org/10.15862/10INOR425)

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Nikiforova M.D., Nazarova O.B. Justification of the project for implementing a system of technical support for users of an educational organization in modern conditions. Russian journal of resources, conservation and recycling. 2025; 12(4). Available at: https://resources.today/PDF/10INOR425.pdf (in Russian). DOI: 10.15862/10INOR425

Justification of the project for implementing a system of technical support for users of an educational organization in modern conditions

Nikiforova Margarita Dmitrievna
Nosov Magnitogorsk State Technical University, Magnitogorsk, Russia
E-mail: rita.0527@mail.ru

Nazarova Olga Borisovna
Nosov Magnitogorsk State Technical University, Magnitogorsk, Russia
E-mail: onazarova_21@mail.ru
ORCID: https://orcid.org/0000-0002-8054-7094
RSCI: https://elibrary.ru/author_profile.asp?id=392287

Abstract. The purpose of this study is to substantiate the project of introducing a modern user support system in an educational organization, taking into account the specifics of the educational process and current requirements for the information infrastructure. The relevance of the research is due to the intensive digitalization of education, which leads to a significant increase in the load on information systems and requires the introduction of effective tools for managing user requests. The study analyzed the existing business process of technical support and built an «As is» model using the Business Process Model and Notation. As a result, key problem areas were identified: lack of formalized request processing procedures, high dependence on the human factor, lack of a unified knowledge base, loss of context when transferring requests between specialists, as well as insufficient analysis of accumulated data. These disadvantages lead to a decrease in the efficiency of the support service, an increase in problem solving time, and instability in the quality of service. Based on the comparative analysis of modern automated technical support systems, the implementation project was justified and recommendations for choosing the optimal solution were formulated. It is expected that the implementation of the project will not only increase user satisfaction by reducing response time and improving the quality of service, but also optimize the work of the support service, creating a sustainable digital ecosystem of the educational organization.

Keywords: Service Desk; information systems; automation; implementation project; user technical support system; Ishikawa diagram; business process model