Implementation of a Service Desk System for Incident Management at a Pharmaceutical Enterprise

Evgeniya A. Sysoeva, Ekaterina V. Prutskova and Galina V. Arkhipova

Chapter 13 in Digital Inclusiveness:Bridging the Divide in the Digital Economy, 2024, pp 149-158 from World Scientific Publishing Co. Pte. Ltd.

Abstract: This research justifies the need to develop practical recommendations for implementing a service-oriented approach to incident management in the selected pharmaceutical enterprise based on the analysis of its IT infrastructure. The authors revealed that the processes of managing issues and information technologies at the enterprise were being carried out inefficiently. A complete absence of incident recording and systematization was identified, resulting in the regular recurrence of incidents. Additionally, incident reports were often lost due to human factors, significantly increasing the time required for their resolution. The use of a service-oriented approach for organizing the work of the pharmaceutical enterprise’s IT service was proposed as a universal solution to the identified problems. The authors study Russian market for incident management information systems of the Service Desk class to implement a Service Desk service within the analyzed enterprise. Based on the Analytic Hierarchy Process (AHP) method, the authors selected the most suitable system for implementation in the pharmaceutical enterprise. Competitive advantages gained by the company from implementing the Service Desk system were considered. The authors concluded that the organization of information processes and IT infrastructure based on the methodology of a service-oriented approach to incident management is currently a necessary condition for ensuring competitiveness for pharmaceutical enterprises and large manufacturing companies in general.

Keywords: Society; Inclusiveness; Digital Technologies; Digital Divide; Digital Literacy; Cybersecurity; Discrimination; Innovation; Data Management; Public Infrastructure (search for similar items in EconPapers)
JEL-codes: C8 O O11 O31 O33 (search for similar items in EconPapers)
Date: 2024
References: Add references at CitEc
Citations:

Downloads: (external link)
https://www.worldscientific.com/doi/pdf/10.1142/9789811270826_0013 (application/pdf)
https://www.worldscientific.com/doi/abs/10.1142/9789811270826_0013 (text/html)
Ebook Access is available upon purchase.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:wsi:wschap:9789811270826_0013

Ordering information: This item can be ordered from

Access Statistics for this chapter

More chapters in World Scientific Book Chapters from World Scientific Publishing Co. Pte. Ltd.
Bibliographic data for series maintained by Tai Tone Lim ().