PRENOVA PROCESA ZA POMOČ UPORABNIKOM Z UVEDBO PROGRAMSKE REŠITVE

Jamnik, Rudi

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Title:	PRENOVA PROCESA ZA POMOČ UPORABNIKOM Z UVEDBO PROGRAMSKE REŠITVE
Authors:	ID Jamnik, Rudi (Author) ID Lenart, Gregor (Mentor) More about this mentor...
Files:	VS_Jamnik_Rudi_2016.pdf (2,80 MB) MD5: 51A459D335392F416B9F11954D910CEB
Language:	Slovenian
Work type:	Bachelor thesis/paper
Organization:	FOV - Faculty of Organizational Sciences in Kranj
Abstract:	V diplomski nalogi je prikazano, kako oddelku za IT-podporo uporabnikom v organizaciji »A« s prenovo procesa povečati učinkovitost. Sprememba je nujna, saj sedanji proces zagotavljanja IT-podpore ne zadostuje potrebam zaposlenih in zahtevam podpore poslovnih procesov podjetja. Ključni element, ki nam bo omogočil prenovo, je uvedba namenske programske rešitve za izvajanje IT-podpore. Programsko rešitev smo v sodelovanju z naročnikom oz. vodjo IT-oddelka v organizaciji »A« izbrali na osnovi predhodno definiranih kriterijev. Poglavitne zahteve, ki jih imamo do programske rešitve, so centralizirano vhodno mesto za zahtevke, enoten proces obdelave zahtevkov, obdelava zaključenih zahtevkov za potrebe preventivnega delovanja podpore in zajem ter vodenje zgodovine vsega IT-strojnega in programskega inventarja. Rezultat diplomskega dela je oblikovanje smotrnejše izrabe človeških in tehnoloških virov v oddelku za IT-podporo uporabnikom, višjo kvaliteto opravljenega dela in možnost preventivnega delovanja, ki je zdaj v organizaciji »A« zelo omejeno. Prav tako pričakujemo, da bo IT-oddelek s povečanjem učinkovitosti IT-podpore pridobil možnosti vpeljave novih storitev, ki jih bo lahko omogočil organizaciji »A«.
Keywords:	IT podpora, Spiceworks Helpdesk, OTRS, ITSM, ITIL, Baza znanja, IT Inventar
Place of publishing:	Maribor
Year of publishing:	2016
PID:	20.500.12556/DKUM-61059
COBISS.SI-ID:	7842067
NUK URN:	URN:SI:UM:DK:AEPO2ZL5
Publication date in DKUM:	15.11.2016
Views:	1481
Downloads:	110
Metadata:
Categories:	FOV
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Secondary language

Language:	English
Title:	RENOVATION OF USER SUPPORT PROCESS WITH THE INTRODUCTION OF SOFTWARE SOLUTION
Abstract:	This thesis shows how to increase efficiency of the department for user support in the Organization "A" by renewing their support process. The change is necessary because the current process of providing IT support is not sufficient for the needs of employees and the requirements of supporting business processes. A key element that will allow us to renew the process is the introduction of dedicated software solution for the implementation of IT support. The software solution will be, in collaboration with the client - Head of the IT department in the Organization 'A', chosen on the basis of predefined criteria. The main requirements that we have for the software solution are single point of contact, a uniform process for ticket processing, closed tickets analysis for the purposes of preventive action and capacity to capture and keeping the history of all IT hardware and software inventory. The result of this thesis is more rational use of human and technological resources in the department for user support, the higher the quality of the work done and the possibility of preventive action, which is now very limited in the Organization "A". We also expect that increased efficiency of IT support will give IT department the possibility to introduce new services to the Organization "A".
Keywords:	It support, Spiceworks Helpdesk, OTRS, ITSM, ITIL, Knowledgebase, IT Inventory

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