20.500.12556/DKUM-12349 NENEHNO IZBOLJŠEVANJE INFORMACIJSKIH STORITEV PO PRIPOROČILIH ITIL CONTINUAL SERVICE IMPROVEMENT BASED ON ITIL RECOMMENDATIONS Vsaka sodobna organizacija je odvisna od informacijskih in komunikacijskih tehnologij, ki poenostavijo in pohitrijo izvajanje delovnih procesov. Investicije v informacijsko infrastrukturo in razvoj običajno predstavljajo znatne stroške, hkrati pa se resne organizacije zavedajo, da se naložbe izplačajo le, če jih v nadaljevanju pravilno upravljajo. V diplomskem delu bomo predstavili proces nenehnega izboljševanja storitev po priporočilih ITIL (Information Technology Infrastructure Library). Praktično izvedbo bomo raziskali na primeru MERKUR GROUP IT, ki preko ustreznih meritev poskuša izboljševati svoje storitve. Skozi preučitev rezultatov vsakoletne spletne ankete o kakovosti izvajanja IT storitev, bomo prikazali, kako izboljšave vplivajo na zadovoljstvo uporabnikov in kakovost storitev ter podali nekaj predlogov za nadaljnjo izboljšavo storitev v omenjeni organizaciji. Every modern organization depends on information and communication technologies that simplify and speed the implementation of work processes. Investing in information infrastructure development usually represents a significant cost, however large organizations are aware that the investments will pay off if they are properly managed. In this diploma work, we will present the process of continual service improvement as recommended by ITIL (Information Technology Infrastructure Library). Practical implementation is presented in the case of IT service provider - MERKUR GROUP IT, which through appropriate measurement seeks to improve its services. After examining the results of an annual online poll on the quality of IT services, we will show, how improvements impact on customer satisfaction and quality of services and make some suggestions for further improvements of services in that organization. ITIL storitve IT storitveni center anketa ITIL services IT service desk poll true true false [A. Brezovec] Slovenski jezik Angleški jezik Diplomsko delo 2009-11-03 20:40:07 2009-11-09 14:03:55 2022-04-12 07:25:18 2022-04-19 03:22:40 2009 0 Maribor 0 0000-00-00 NiDoloceno NiDoloceno NiDoloceno 0000-00-00 0000-00-00 0000-00-00 004.7:007(043.2) 13719830 URN:SI:UM:DK:K3CAOTCH UNI_Brezovec_Ales_2009.pdf UNI_Brezovec_Ales_2009.pdf 1 F610E880E514EE652B755524B5FE860E 7bc9623b9c5f3fbf5154d31172ca0f034e6b8297d3febe94d1bfef08a57f2936 62fd08a0-7c03-11eb-bb7a-00155d0001ca 20.500.12556/dkum/c1b966c0-d491-4beb-921e-32163d4563ef https://dk.um.si/Dokument.php?lang=slv&id=11705 Fakulteta za elektrotehniko, računalništvo in informatiko 0 0 0