Mathematical model of incident management in the composite applications

Currently, the tasks of ensuring the quality and stability of the provided IT services are extremely topical. In the operation of the composite applications, the problem of increasing the effectiveness of incident management is a complex technical problem, the solution of which requires the use of the simulation methods. In the work, the integration platform Ensemble of InterSystems Company was considered as a basis for designing integration solutions. Given the architectural features of the integration platforms, a mathematical model of the incident management process in the Ensemble integration platform is proposed. This mathematical model was used to develop algorithms for identifying and classifying incidents. The results of the work can be used in the design and development of incident management information systems, as well as in organizing the work of technical support services for IT companies.