Abstract
The purpose of the article is the development of formalized models and algorithms for estimating the activity of operators working in telecommunication systems, specializing in providing IT services to the population and companies. The generalized structural method of the functional and structural theory of ergonomic and technical systems of professor A. I. Gubinsky is chosen as a basic solving method. The method is based on the use of standard functional units to describe the algorithms of activity. These units are presented in the form of functional networks. A number of formalized descriptions of algorithms of the operators’ activities for elimination of some problems of IT services providing is developed. The calculations of probability of timely and faultless execution of the activities algorithm for the elimination of one of possible problem situations are performed. The technology of the account at an assessment of reliability of activities for elimination of problems is shown. This technology considers such parameters as activity algorithms, operators’ qualification and working conditions at the workplaces. The advantage of the method consists in a possibility of receiving the unambiguous computer focused models and numerical estimation of various options of operators’ activities, who have different qualification. Using the proposed approach allows to develop the actions related to the search of ergonomic reserves of systems efficiency increase of providing access to resources of computer networks. The developed models can be the basis for decision support system for the optimization of operators’ activities. The difficulties of the method include the complexity of formation of initial data for the calculation and the necessity of supporting special statistical databases, also the need of systematic assessment of working conditions at the workplace of people working in the system
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