20.500.12556/DKUM-13413 PRENOVA SISTEMA ZA POMOČ UPORABNIKOM INFORMACIJSKE TEHNOLOGIJE REENGINEERING OF HELP DESK FOR INFORMATION TECHNOLOGY USERS Raziskava obravnava analizo obstoječega stanja sistema za pomoč uporabnikom informacijske tehnologije, analizo obstoječih procesov v službi za IT (informacijske tehnologije), definiranje novih procesov, izdelavo kataloga storitev ter nadgradnjo spletne rešitve za vnos incidentov in naročilo storitev, ki jih nudi služba za IT uporabnikom v Sloveniji, Hrvaški, Srbiji, Bosni, Črni Gori, Makedoniji ter Bolgariji. Celoten proces od analize obstoječega stanja do končne spletne rešitve, podprte s procesi, je trajal 28 mesecev. Spletna rešitev se uspešno uporablja na vseh trgih, kjer je prisotno podjetje. Spletna rešitev je bila najprej uporabljena samo v Sloveniji, ko pa je bila dobro preizkušena in dodelana, se je razširila tudi na druge trge. This research considers the analysis of the existing state of the system for helping users of information technology, the analysis of the existing processes in the IT (information technologies) service, the definition of new processes, the creation of a catalogue of services, and the upgrade of the online solution for submitting incidents and ordering services that the IT service offers to its users in Slovenia, Croatia, Serbia, Bosnia, Montenegro and Bulgaria. The entire process, from the analysis of the existing state to the final online solution supported by processes, took 28 months. The online solution is successfully implemented in all the markets, where the company is present. The online solution was at first used only in Slovenia but had spread to other markets after it had been sufficiently tested and perfected. • Pomoč uporabnikom • Informacijske tehnologije • Spletna rešitev • Help desk for IT users • Online solution for helping users • Information technology true true false Slovenski jezik Angleški jezik Magistrsko delo 2010-03-14 17:37:32 2010-08-19 09:20:52 2022-04-12 11:10:02 2023-12-16 03:13:04 2010 0 Maribor 0 0000-00-00 NiDoloceno NiDoloceno NiDoloceno 0000-00-00 0000-00-00 0000-00-00 6685459 URN:SI:UM:DK:FJ0ACWTG MAG_Podborsek_Bostjan_2010.pdf MAG_Podborsek_Bostjan_2010.pdf 1 EF35FA205D3697785B883847017E81D1 d5edf48b2aae97502b35e691b06f98bae7bfcf3fe4cad28d34129505922a99ca e60fbb7c-7c03-11eb-bb7a-00155d0001ca 20.500.12556/dkum/29c99689-5fe4-4b33-8d27-731fbddf874e https://dk.um.si/Dokument.php?lang=slv&id=13560 Fakulteta za organizacijske vede 0 0 0