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

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.