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DKUM
EPF - Faculty of Business and Economics
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Title:
NENEHNO IZBOLJŠEVANJE KAKOVOSTI STORITEV NADZORNEGA SISTEMA
Authors:
ID
Brus, Marjan
(
Author
)
ID
Leskovar, Robert
(
Mentor
)
More about this mentor...
Files:
MAG_Brus_Marjan_2011.pdf
(1,95 MB)
MD5: 283E07E4D68226D88D0AEF36BC8679D4
PID:
20.500.12556/dkum/e527d745-5f8c-4d96-bffb-54427fe2d6a1
Language:
Slovenian
Work type:
Master's thesis
Organization:
FOV - Faculty of Organizational Sciences in Kranj
Abstract:
Raziskava obravnava nenehno izboljšanje kakovosti storitev nadzornega sistema. Ponudniki informacijskih storitev zaradi povečanja zadovoljstva strank in optimizacije lastnih virov pogosto uporabljajo t. i. dobre prakse v skladu s priporočili ITIL V3. V raziskavi so najprej podrobno opisana priporočila ITIL V3, splošna načela kakovosti, kot je npr. Demingov krog in standard ISO/IEC 20000. Sledi predstavitev problemskega stanja v konkretnem poslovnem okolju, ki vključuje tudi realizacijo storitve nadzornega sistema od strateškega načrtovanja do nenehnega izboljševanja storitve. Razvite izboljšave upoštevajo priporočila ITIL V3, učinki pa so večje zadovoljstvo končnega uporabnika in boljša izraba vseh virov ponudnika storitve nadzornega sistema. Eden od posrednih učinkov je povečana osveščenost zaposlenih o pomembnosti nenehnega izboljševanja kakovosti vseh storitev v informacijski dejavnosti podjetja.
Keywords:
kakovost nenehno izboljšanje kakovosti IT ITIL storitev nadzornega sistema
Place of publishing:
Maribor
Year of publishing:
2011
PID:
20.500.12556/DKUM-17952
COBISS.SI-ID:
6877459
NUK URN:
URN:SI:UM:DK:ZRW05VLH
Publication date in DKUM:
01.08.2011
Views:
2211
Downloads:
444
Metadata:
Categories:
FOV
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Secondary language
Language:
English
Title:
CONTINUOUS IMPROVEMENT OF SERVICE QUALITY CONTROL SYSTEM
Abstract:
This research expores CSI of control system in IT company. Providers of IT services often use "good practice" according to ITIL v3 recommendations to increase customer satisfaction and to optimize the usage of their own resources. The research explains in detail recommendations of ITIL v3, general koncepts of quality such as Deming cyrcle of quality and ISO/IEC 20000 standard. The actual state of the problem in concrete business environment including redirection of control system service from strategic planning to CSI is elaborated. The improvement is developed and implemented acording to ITIL v3 recommendations. The main affects are increased customer satisfaction and improved usage of resources of IT service provider. One of indirect impacts is increased awareness of employees on importance of continuous service in IT.
Keywords:
Quality CSI IT ITIL Control system service
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