Calculation of priority requests to IT Helpdesk of the airline

Abstract

The purpose is to analyze the types of objects that influence the calculation of priori-ties for IT service requests of employees of business departments of the airline, to identify factors that should be taken into account. The types of objects affecting the priorities of re-quests have been identified. The simple function for calculating the priorities of requests based on the analysis of such components as the user's department, position, the location of the problem, the service that must be restored, the work that will solve the problem and the plan for performing this work proposed to use. The result is obtained by successive trans-formation of relations of sets departments, positions, locations, services, works and their execution plans.