20.500.12556/DKUM-41823 PRIMERJAVA SKLADNOSTI ORODIJ ZA UPRAVLJANJE SLUŽBE ZA POMOČ UPORABNIKOM IN OBVLADOVANJE INCIDENTOV S PRIPOROČILI IT OGRODIJ COMPARISON OF TOOLS FOR HELPDESK AND INCIDENT MANAGEMENT WITH IT FRAMEWORKS RECOMMENDATIONS Diplomsko delo sestoji iz pregleda dobrih praks, kjer smo na kratko predstavili COBIT in ITIL. Natančneje smo analizirali proces obvladovanja incidentov in proces pomoči uporabnikom. Na spletu smo identificirali orodja, ki jih lahko podjetja uporabljajo pri upravljanju službe za pomoč uporabnikom. Ta orodja smo na kratko predstavili in tri s pomočjo našega modela preverili, ali ustrezajo kateri dobri praksi. V zaključku smo predstavili rezultate in podali mnenje. This thesis consists of good practice reviews, such as COBIT and ITIL. We accuartely analysed the process of controlling the incidents and the help desk. On the internet we identified the tools, which could be used by company management in user support. Those tools were shortly depicted and three of them were verified with the help of our model, if they corresponded to one of the good practices. In the coclusion we presented the results and opinion on the subject. IT orodja služba za pomoč uporabnikom obvladovanje incidentov ITIL COBIT IT tools helpdesk incident management ITIL COBIT true true false [A. Banfić] Slovenski jezik Angleški jezik Diplomsko delo/naloga 2013-09-05 12:10:43 2013-09-13 11:33:57 2022-05-05 03:08:35 2021-04-24 03:20:55 2013 0 Maribor 0 0000-00-00 NiDoloceno NiDoloceno NiDoloceno 0000-00-00 0000-00-00 0000-00-00 659.2:004(043.2) 17346070 URN:SI:UM:DK:KZVYIQ4P UNI_Banfic_Ales_2013.pdf UNI_Banfic_Ales_2013.pdf 1 A1CB7423982E6803ACDADDEBD6A6C51B 7bdf2a5badbdc8b2e8bdcc327c00bc90cbfd85840dfaecd64e9328cdb03cad16 55398f27-7c0a-11eb-bb7a-00155d0001ca https://dk.um.si/Dokument.php?lang=slv&id=58825 Fakulteta za elektrotehniko, računalništvo in informatiko 0 0 0