Industrial Automatic Control Systems and Controllers Annotation << Back An Approach to Automating Service Enterprise IT Nikonov V.V. In work the analysis the IT infrastructure and processes to support. The same analysis of existing products in the automation of the process of supporting IT infrastructure. A scheme for handling users for technical support and the current user interaction. The basic function of technical support. The requirements to be met by the system. The platform proposed the use of Microsoft System Center Service Manager 2010. Developed structural and functional diagram of the system, as well as the algorithm of intelligent self-service user self-service intelligent subsystems. Keywords: customer service; IT-infrastructure; automation; intelligent system; the structure of the system; the set-theoretic approach; intelligent control; a heuristic algorithm; a model of interaction with users; the incident; service request. Contacts: E-mail: it-7nik@yandex.ru Pp. 22-31.