diplomsko delo visokošolskega strokovnega študija Organizacija in management informacijskih sistemov
Andrej Železnik (Author), Gregor Lenart (Mentor)

Abstract

V diplomski nalogi je obravnavana reorganizacija Službe za informatiko, ki v podjetju TEM Čatež zagotavlja delovanje informacijskih tehnologij. Obstoječi proces podpore deluje izven okvirov priporočil za delovanje Službe informatike, reorganizacija pa bi prinesla večjo učinkovitost pri delu podpore ter prihranek pri času. Reorganizacija temelji na uvedbi priporočil ITIL, ki določajo osnovne procese upravljanja informacijskih tehnologij. Zaradi majhnosti podjetja pri uvedbi upoštevamo dobro prakso uvajanja ITIL v majhna podjetja – ITSM4SME. Bistvena sprememba pri reorganizaciji je način upravljanja. Namesto klasične podpore IT se v Službo informatike vpelje upravljanje IT kot storitev, kar pomeni, da uporabnikom zagotavljamo delovanje storitve, ki jih potrebujejo za opravljanje svojega dela. Rezultat diplomske naloge je predlog reorganizacije zagotavljanja IT podpore uporabnikov z uvedbo IT storitvenega centra (IT HelpDesk), ki uporabnikom nudi enotno vstopno točko za zagotavljanje IT podpore, Službi informatike pa prinaša lažje in preglednejše upravljanje zahtevkov za podporo.

Keywords

informacijska tehnologija;IT storitve;upravljanje IT storitev;diplomske naloge;

Data

Language: Slovenian
Year of publishing:
Typology: 2.11 - Undergraduate Thesis
Organization: UM FOV - Faculty of Organizational Sciences
Publisher: [A. Železnik]
UDC: 004
COBISS: 8154643 Link will open in a new window
Views: 593
Downloads: 54
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Other data

Secondary language: English
Secondary title: Implementation of IT service management at TEM ČATEŽ PLC
Secondary abstract: This thesis deals with reorganizing the IT department at TEM Čatež, which is responsible for ensuring a smooth operation of information technologies within the company. The proposed reorganization plan addresses the existing support process, which is not in line with the recommendations for the operation of an IT department, allows for a greater support efficiency and saves considerable amounts of time. It is based on the introduction of good practices in the ITIL framework, which lay out the basic guidelines for IT governance. Due to the small size of the company, we chose to go with the ITSM4SME’s good practice for deploying ITIL in a small business. The most significant novelty in the proposed reorganization is the method of management itself. In place of traditional IT support, the IT department implements IT management as a service, which means providing users with the IT service required to do their job. The thesis has produced a proposal for reorganizing IT support provision by introducing an IT service center (IT HelpDesk). The latter provides users with a single-entry point to the provision of IT support, while at the same time facilitating the management of support queries and making the management of these queries more transparent.
Secondary keywords: IT service management;IT support;ITIL;Helpdesk;ServiceDesk Pro;
Type (COBISS): Bachelor thesis/paper
Thesis comment: Univ. v Mariboru, Fak. za organizacijske vede
Pages: 45 f.
ID: 11219685
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