20.500.12556/DKUM-23088 UVAJANJE DOBRIH PRAKS ITIL V STORITVENI CENTER INTRODUCTION OF ITIL BEST PRACTICES INTO SERVICE DESK V diplomskem delu smo v uvodu prestavili ogrodje ITIL, v nadaljevanju pa smo pregledali procese uvajanja dobrih praks izvajanja storitev v storitveni center podjetja. V prvem delu smo predstavili organizacijo podpore storitvam v podjetju, opisano je delovanje in naloge vseh treh nivojev podpore storitvam in razvojne ekipe, kot najvišjega nivoja podpore. V nadaljevanju opisujemo procese uvajanja podpore storitvam ob predaji nove rešitve v produkcijsko okolje. V tem delu predstavimo kakšen vpliv je imelo uvajanje dobrih praks izvajanja storitev na razvojno ekipo, ter predstavimo nekaj bistvenih negativnih posledic. Nadaljujemo s podrobno analizo sklopa izvajanja storitev ogrodja ITIL. Za vsakega od petih procesov: upravljanje dogodkov, upravljanje incidentov, upravljanje, izpolnjevanje standardnih zahtev in obvladovanje dostopa najprej predstavimo dobre prakse ogrodja ITIL, nato pa analiziramo stanje v podjetju, ter predlagamo spremembe, ki bi še zvišale raven izvajanja procesov v podjetju. Zaključimo s predstavitvijo trenutnih rezultatov izvedenih sprememb in z opisom vizije in izboljšav na področju izvajanja storitev v podjetju. The final thesis first presents the ITIL framework, and then it deals with processes of introduction of best practices in service implementation into the company service desk. The first part describes organization of service support in the company; the function and tasks of all three levels of service support and the development team as the highest level of support are described. Moreover, the thesis describes processes of introduction of service support while presenting a new solution in the live environment. This part deals with the influence of best practices in service implementation on the development team, as well as with some essential negative consequences. Further, a detailed analysis of service implementation of the ITIL framework is made. For each of the five processes: event management, incident management, problem management, request fulfilment and access management best practices of the ITIL framework are represented in the first place, then the situation in the company is analysed, and changes which would increase the level of process implementation in the company are suggested. The thesis concludes with the presentation of current results of accomplished changes, and with the description of a vision and improvement in the field of service implementation in the company. ITIL izvajanje storitev storitveni center IBM Maximo dobre prakse ITIL service operation service desk IBM Maximo best practices true true false [L. Levart] Slovenski jezik Angleški jezik Diplomsko delo 2012-05-22 09:40:53 2012-05-24 10:27:16 2022-04-14 12:21:30 2023-12-31 03:20:09 2012 0 Maribor 0 0000-00-00 NiDoloceno NiDoloceno NiDoloceno 0000-00-00 0000-00-00 0000-00-00 004.7:338.46(043.2) 16164630 URN:SI:UM:DK:PIFXGUEY UNI_Levart_Luka_2012.pdf UNI_Levart_Luka_2012.pdf 1 8FB85DBA8C1D96D91431269C6EE1105B 3105f16adce290a51ba35c75d8af32ad145fd2d4f07cad31fc637a9b8db6fd99 a3e25431-7c06-11eb-bb7a-00155d0001ca 20.500.12556/dkum/147aa79b-378f-4266-adae-8e5e4d95d5af https://dk.um.si/Dokument.php?lang=slv&id=30115 Fakulteta za elektrotehniko, računalništvo in informatiko 0 0 0