Language: | Slovenian |
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Year of publishing: | 2014 |
Typology: | 2.11 - Undergraduate Thesis |
Organization: | UM FOV - Faculty of Organizational Sciences |
Publisher: | [M. Mohorč] |
UDC: | 004.5 |
COBISS: | 7362579 |
Views: | 1202 |
Downloads: | 119 |
Average score: | 0 (0 votes) |
Metadata: |
Secondary language: | English |
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Secondary title: | INTRODUCTION OF MICROSOFT OPERATION FRAMEWORK INTO HELP DESK |
Secondary abstract: | The thesis examines the workings of a modern customer care center. Presented the operation of the center based on recommendations MOF (Microsoft Operation Framework) and using of an information tool. A key principle of MOF frameworks in the field of information services is to provide quality information services to the user. It is provided in a way that the requirements, needs and expectations of the user are met in full within the agreed time scale.The revised service center has a modern and efficient single point of entry for all requests of users, with a view to resolving any incidents, issues and applications in the field of information and telecommunications system. We assume that the errors and reported more claims in two ways. The first is a phone call and the second mode is automatically open the incident on the basis of the received e-mail by the user or a system manager. By logging it will record all the key data for the rapid elimination of errors to resolve the claim with help of Maximo application tool. The service center would be two-level. Detailed processes for managing service and IT solutions themselves are described in the thesis. |
Secondary keywords: | - Users help - Assistence service center - MOF frameworks - IBM Maximo (Smart cloud control desk); |
URN: | URN:SI:UM: |
Type (COBISS): | Undergraduate thesis |
Thesis comment: | Univ. v Mariboru, Fak. za organizacijske vede |
Pages: | 79 f. |
ID: | 8730895 |