20.500.12556/DKUM-47334 Razvoj celovite rešitve za upravljanje storitev Development of integrated solution in service management Magistrska naloga obravnava razvoj poslovno-informacijskega sistema za upravljanje pogodbenih obveznosti (upravljanje ravni storitev) pri zagotavljanju storitev v telekomunikacijskem podjetju. Izvajanje storitvene dejavnosti ni bilo učinkovito, saj poslovne stranke in interni uporabniki nimajo ustreznega vpogleda v kakovost storitev za katere plačujejo. To je povzročalo nepotrebne dvome in zmanjševalo zaupanje v poslovni odnos. Problem je bil odpravljen z implementacijo dobrih praks in metodologij za upravljanje storitev. Kratko so predstavljena priporočila ITIL, standard BiSL in projektna metodologija Prince2. Uporabljena je standardna rešitev Oblicore Guarantee proizvajalca CA Technologies. Izvedena je integracija z zalednimi informacijskimi sistemi podjetja. Rezultat je rešen problem povezave med pogodbeno stranko, pogodbo, storitvami, storitvenimi domenami in domenskimi kategorijami ter metrikami storitve v časovnim obdobjih veljavnosti posamezne pogodbe. Neposreden učinek je monitoring elementov pogodbe o izvajanju storitve, v realnem času, zmanjšana izguba prihodkov zaradi neizpolnjevanja pogodbenih obvez. Zaznali smo tudi premik v zavedanju zaposlenih o pomembnosti kakovosti storitev na zadovoljstvo strank. Master's thesis deals with the development of the business information system for managing contractual obligations (Service Level Management) in the process of delivering services to customers in a telecommunications enterprise (Service Provider). The implementation of a service activity was not effective because business customers and internal users do not have insight into the performance of the contractual objectives for which they pay. That causes unnecessary doubts that lead to reduced confidence in the business relationship. The problem was resolved by implementing best practices and methodologies for the management of services. ITIL recommendations, BiSL standard and Prince2 methodology are briefly presented. A standard solution Oblicore Guarantee of CA Technologies vendor is used. An integration with back-end enterprise information systems is implemented. The result has solved the problem of the link between the contractual party, contract, services, service domains, domain categories and service metrics in a time period of validity of the contract. The direct effect is the monitoring of elements in service contract in real-time and reduced revenue loss due to non-compliance with contractual obligations. We detected a shift in the awareness of employees about the importance of service quality on customer satisfaction. upravljanje ravni storitev ITIL BiSL Prince2 telekomunikacije kakovost storitev pogodbene obveznosti service level management ITIL BiSL Prince2 telecommunications service quality contractual obligations true true false Slovenski jezik Angleški jezik Magistrsko delo/naloga 2015-02-05 13:39:59 2015-06-02 11:44:43 2022-05-20 03:07:49 2021-05-06 03:26:57 2015 0 Kranj 0 0000-00-00 NiDoloceno NiDoloceno NiDoloceno 0000-00-00 0000-00-00 0000-00-00 7437587 URN:SI:UM:DK:OBHI1KBL MAG_Saje_Andrej_2015.pdf MAG_Saje_Andrej_2015.pdf 1 EA457C2E38AF6E22410B95CCD2F9020D debdf8c4d3d74b4195107f11fbb944b22108e514e1166b4538cab2a128f83985 8a1d2335-7c0b-11eb-bb7a-00155d0001ca https://dk.um.si/Dokument.php?lang=slv&id=69989 Fakulteta za organizacijske vede 0 0 0