Improvement of the IT-services company management based on reengineering of client requests handling business-process

This paper contains the IT-company key business-process - the process of client requests handling - investigation, particularly, there is defi ned its signifi cant shortcomings, which determine the ways to improve the management of a company by increasing the effi ciency of client requests handling by applying the reengineering technology. In this case reengineering includes the introduction of automated intelligent information system in the contour of client requests handling process.