20.500.12556/DKUM-11307 PRENOS ZNANJA IZ RAZVOJA V PODPORO UPORABNIKOM KNOWLEDGE TRANSFER FROM DEVELOPMENT DEPARTMENT TO CUSTOMER SUPPORT DEPARTMENT Diplomska naloga govori o izvajanju podpore strankam po nivojih v podjetju. Problem naloge prestavlja prenos znanja med oranizacijskimi enotami, komunikacijo med oddelki, izgradnjo in uporabo baze znanja. Teoretičen del opisuje znanje, s katerim razpolagajo organizacije. Osnove, na katerih temeljijo najboljše prakse za izvajanje storitev IT. Predstavljen je način uvajanja sprememb in težave, ki so se pri tem pojavile. Predstavljena je uporaba baze znanja z novim orodjem za podporo. Prikazani so rezultati učinkov spremeb, ki so nastali zaradi prenove procesa za obdobje od januarja 2008 do decembra 2008. Rezultat naloge je prenovljen proces podpore, ki se odraža v hitrejšem in boljšem rešavanju zahtev uporabnikov in posledično bolj zadovoljne stranke. Ostali rezultati prenove pa so nižji stroški podpore, razbremenitev zaposlenih, večje zadovoljstvo zaposlenih, potrebno znanje je dosegljivo in dostopno v pravem trenutku, hitrejše strokovno napredovanje zaposlenih. Predlagane so izboljšave, ki bi jih bilo dobro upoštevati pri nadaljnjem delu. Presented work talks about providing support for customers between support levels in company. The problem presents knowledge transfer between organization units, communication between departments, collecting and use of knowledge stored in knowledgebase. Theoretical part describes, knowledge that companies possesses. Theoretical bases describes worlds best practice for IT services. The way bringing in changes is introduced and problems that occurred. The use of knowledgedatabese in new application for support is introduced. The results of changes are reorganized processes of support, less time is spent for resolving tasks, more satisfied customers. Other results of change are lower costs of service desk, change took the burden off for all supporting stuff, employees became more satisfied, knowledge became quickly accessible, at right time when we need it to resolve tasks, professional advancing of employees became faster. Some recommendations were given for work in future. prenos znanja baza znanja orodje za podporo služba za izvajanje podpore Knowledge transfer Knowledge database Software for support Service Desk true true false Slovenski jezik Angleški jezik Diplomsko delo 2009-07-30 11:09:50 2009-09-25 09:00:16 2022-04-11 23:43:10 2022-04-18 03:06:39 2009 0 Maribor 0 0000-00-00 NiDoloceno NiDoloceno NiDoloceno 0000-00-00 0000-00-00 0000-00-00 6506003 URN:SI:UM:DK:2SYPYQY8 UNI_Lap_Cene_2009.pdf UNI_Lap_Cene_2009.pdf 1 BFA416B1C865C97E60673660D9B2867F 52028b90c55c2469e1904969c8074d6568f1408016fa13da987eb0ffc22b136d 1577f640-7c03-11eb-bb7a-00155d0001ca 20.500.12556/dkum/da41481d-7ce7-45ae-9d87-d727881a348e https://dk.um.si/Dokument.php?lang=slv&id=9975 Fakulteta za organizacijske vede 0 0 0