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Abstract Background In managing business processes of complex hierarchical systems, primary attention is given to analysing, accelerating, and optimising the basic processes typical for any company. Objectives The goal of this work is to prove that while managing business processes, it is crucial to consider the peculiarities of the external and internal environment to determine the effects of individual triggers. Method An example of business process analysis was provided regarding the peculiarities of managing IT service companies operating in a dynamic environment of rapid technological changes. The business processes analysis of IT service companies in Ukraine was conducted. Business process groups characterised by low use of labour and financial resources and excessive and high levels of risk management were determined. Results An algorithm for optimising the IT company’s business processes was developed. Simulation and optimisation models for managing IT company business processes were developed using scenario modelling and simulation techniques. Conclusion Based on these models, a predictive evaluation of management impacts on business processes was conducted, representing individual clusters according to defined management strategies.
Serhiienko et al. (Sun,) studied this question.