diplomsko delo visokošolskega strokovnega študija, Informatika v organizaciji in managementu
Gašper Senčar (Author), Uroš Rajkovič (Mentor)

Abstract

V okviru diplomske naloge smo preučili trenutno stanje števila incidentov, ki jih zabeleži center za podporo uporabnikom. Posebno pozornost smo namenili nepopolno izpolnjenim zahtevkom, ki so posredovani na drugi nivo reševanja. Predlagali smo izboljšave pri izpolnjevanju sprejetih zahtevkov s strani uporabnikov, ki niso rešeni v centru za pomoč uporabnikom. Testno smo vpeljali dodatne obrazce. Z novi obrazci smo preučevali vpliv na povečanje učinkovitosti pri reševanju odprtih zahtevkov. Opazovani oddelek Informacijske tehnologije se v zadnjem obdobju sooča s povečanim številom sprejetih incidentov in zahtevkov, ki so večinoma posredovani telefonsko v center za podporo uporabnikom. Zaradi povečanega števila sprejetih incidentov in zahtevkov se povečuje število nepopolno izpolnjenih incidentov in zahtevkov, ki so posredovani na drugi nivo podpore in podaljšuje se čas reševanja. Preverili smo priporočila ITIL in strokovno literaturo. Testno smo uvedli specifične obrazce s pomočjo katerih smo dosegli občutno znižanje nepopolno izpolnjenih zahtevkov in krajši čas reševanja.

Keywords

center za podporo uporabnikom;preskok med nivoji podpore;nepopolni zahtevki;

Data

Language: Slovenian
Year of publishing:
Typology: 2.11 - Undergraduate Thesis
Organization: UM FOV - Faculty of Organizational Sciences
Publisher: [G. Senčar]
UDC: 004.42
COBISS: 7590931 Link will open in a new window
Views: 754
Downloads: 44
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Other data

Secondary language: English
Secondary title: Process reengineering in information technology department
Secondary abstract: In the context of thesis we investigated the current situation regarding the number of customers’ requests at the Service Desk and proposed possible improvements by introduction of new additional forms, which will help to collect the right information needed. The focal point in this thesis was the department of Information Technology, which is lately dealing with increased number of incidents, usually reported by phone calls to the Service Desk. The increased number of incidents is proportional to the number of incompletely filled requests, which are later forwarded to the upper level of support. Incompletely forwarded information is causing the delay in resolving the incidents. Also thesis includes the examination of ITIL recommendations and other professional literature. We tested specific new forms with which we managed to significantly lower the number of incompletely filled requests. We also found that new forms helped to shorten time span of resolving requests.
Secondary keywords: Service desk;Jump between levels of support;Incomplete requests;
URN: URN:SI:UM:
Type (COBISS): Undergraduate thesis
Thesis comment: Univ. v Mariboru, Fak. za organizacijo dela
Pages: 45 str.
ID: 9133110
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