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Title:Uvajanje upravljanja IT storitev v podjetju TEM ČATEŽ D. D.
Authors:ID Železnik, Andrej (Author)
ID Lenart, Gregor (Mentor) More about this mentor... New window
Files:.pdf VS_Zeleznik_Andrej_2019.pdf (2,46 MB)
MD5: E7E78D7174291D6F5F4E238B76423631
PID: 20.500.12556/dkum/42cd15eb-f8c5-49c2-acb9-b1c6f42ccb52
 
Language:Slovenian
Work type:Bachelor thesis/paper
Typology:2.11 - Undergraduate Thesis
Organization:FOV - Faculty of Organizational Sciences in Kranj
Abstract:V diplomski nalogi je obravnavana reorganizacija Službe za informatiko, ki v podjetju TEM Čatež zagotavlja delovanje informacijskih tehnologij. Obstoječi proces podpore deluje izven okvirov priporočil za delovanje Službe informatike, reorganizacija pa bi prinesla večjo učinkovitost pri delu podpore ter prihranek pri času. Reorganizacija temelji na uvedbi priporočil ITIL, ki določajo osnovne procese upravljanja informacijskih tehnologij. Zaradi majhnosti podjetja pri uvedbi upoštevamo dobro prakso uvajanja ITIL v majhna podjetja – ITSM4SME. Bistvena sprememba pri reorganizaciji je način upravljanja. Namesto klasične podpore IT se v Službo informatike vpelje upravljanje IT kot storitev, kar pomeni, da uporabnikom zagotavljamo delovanje storitve, ki jih potrebujejo za opravljanje svojega dela. Rezultat diplomske naloge je predlog reorganizacije zagotavljanja IT podpore uporabnikov z uvedbo IT storitvenega centra (IT HelpDesk), ki uporabnikom nudi enotno vstopno točko za zagotavljanje IT podpore, Službi informatike pa prinaša lažje in preglednejše upravljanje zahtevkov za podporo.
Keywords:upravljanje IT storitev, IT podpora, ITIL, storitveni center, ServiceDesk Pro
Place of publishing:Maribor
Year of publishing:2019
PID:20.500.12556/DKUM-74848 New window
COBISS.SI-ID:8154643 New window
NUK URN:URN:SI:UM:DK:C6VY6UPT
Publication date in DKUM:15.01.2020
Views:1408
Downloads:152
Metadata:XML DC-XML DC-RDF
Categories:FOV
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Licences

License:CC BY-NC-ND 4.0, Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International
Link:http://creativecommons.org/licenses/by-nc-nd/4.0/
Description:The most restrictive Creative Commons license. This only allows people to download and share the work for no commercial gain and for no other purposes.
Licensing start date:10.09.2019

Secondary language

Language:English
Title:Implementation of IT service management at TEM ČATEŽ PLC
Abstract:This thesis deals with reorganizing the IT department at TEM Čatež, which is responsible for ensuring a smooth operation of information technologies within the company. The proposed reorganization plan addresses the existing support process, which is not in line with the recommendations for the operation of an IT department, allows for a greater support efficiency and saves considerable amounts of time. It is based on the introduction of good practices in the ITIL framework, which lay out the basic guidelines for IT governance. Due to the small size of the company, we chose to go with the ITSM4SME’s good practice for deploying ITIL in a small business. The most significant novelty in the proposed reorganization is the method of management itself. In place of traditional IT support, the IT department implements IT management as a service, which means providing users with the IT service required to do their job. The thesis has produced a proposal for reorganizing IT support provision by introducing an IT service center (IT HelpDesk). The latter provides users with a single-entry point to the provision of IT support, while at the same time facilitating the management of support queries and making the management of these queries more transparent.
Keywords:IT service management, IT support, ITIL, Helpdesk, ServiceDesk Pro


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