Instruments and Systems: Monitoring, Control, and Diagnostics Annotation << Back Concept of automation of troubleshooting management processes at the resources of a telecommunication company V.A. BULANOV, T.A. BULANOVA, P.A. SUKHININ Variants of the work on information support of the project to improve the processes of working with clients and increase the efficiency of the use of automation in a telecommunications company are examined using the example of a telecom operator in the Central region. The analysis of the current algorithms of the units of this operator in the process of processing customer requests is given, requirements for automation tools are formulated and ways to implement these requirements with a multi-criteria assessment of each option are proposed. Keywords: Fault management system, telecommunication network, trouble ticket. DOI: 10.25791/pribor.11.2019.1000 Contacts: - Pp. 01-10.