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Title:MANAGEMENT IT STORITEV S PRIPOROČILI ITIL V TELEKOMUNIKACIJSKEM PODJETJU
Authors:Kopina, Mitja (Author)
Bobek, Samo (Mentor) More about this mentor... New window
Files:.pdf MAG_Kopina_Mitja_2010.pdf (4,88 MB)
MD5: 849ECD990A591F29F375831019951CEB
 
Language:Slovenian
Work type:Master's thesis/paper (mb22)
Organization:EPF - Faculty of Business and Economics
Abstract:Informacije so vedno pomenile pomemben vir prednosti v življenju ljudi. Podjetja pa so pravzaprav organizacije, kjer je pomen informacij za uspešno in učinkovito delo v današnjem času največji. Informacije ne odločajo le o uspešnosti, možnostih nadaljnjega razvoja ampak tudi o njihovem obstoju. Velike zahteve in velika količina informacij ter s tem povezan velik tehnološki napredek povečuje odvisnost poslovanja podjetja od informacijske tehnologije. V storitveni dejavnosti, kamor lahko pripišemo tudi IT, je znanje ključni element kvalitetnih storitev, pa tudi hitrega odločanja. Kako upravljamo s tovrstnim znanjem se pozna na vseh področjih organizacije. Storitvena dejavnost področja IT-ja, se počasi vse bolj usmerja k stranki, zagotavljanju pravih storitev, pravim odjemalcev v pravem času in za pravi denar. S strani uporabnikov pa se povečuje razumevanje IT-ja v ne več le kot »kup naprav in programov«, uporabniki IT dojemajo vse bolj le kot storitev. Za obvladovanje novih pristopov pa je potrebno tudi nekaj novega naučiti in ko to želimo, je verjetno ena najboljših pa tudi najstarejših metod učenje z vzgledom in ko iščemo vzgled, si poiščemo takega, ki to počne najbolje. Na IT področju je najpogosteje uporabljan skupek vzgledov strnjen v zbirko ITIL (Information Technology Infrastructure Library). Zbirka ITIL, je zbrala sklop napak in dobrih praks po načelu »zdrave pameti« in nam tako pomaga pri hitrejšem pridobivanju znanj, brez potrebe, da bi se učili na svojih bolečih napakah. V tem delu smo proučili celotni okvir priporočil dobre storitvene prakse ITIL in možnosti že obstoječih praktičnih primerov uporabe. Ob pregledno ugotovljenih elementih in možnostih uporabe pa smo preverjali možnosti in smiselnost uporabe okvirov v konkretnem primeru telekomunikacijskega podjetja. Praktično prikazani primer, podkrepljen s primeri dobre prakse je dober vzorec, kako lahko dobro prakso, v tem primeru priporočila IT dobre prakse prenesemo v realnost. Izbrani so nekateri ključni procesi, ki so skozi primer uporabe modela in izvedbo v praktičnem primeru podjetja tudi lahko vzorec za primer dobre prakse v podobnih podjetjih. Prikazana uvedba in uporaba priporočil v obravnavanem telekomunikacijskem podjetju se je izkazala za smiselno in logično izbiro, prinaša in doprinese k uspešnemu in učinkovitemu poslovanju, zadovoljstvu strank in zaposlenih in hkrati povečuje tudi poslovno vrednost informacijskih storitev.
Keywords:ITIL, IT, IKT, management storitev, informacijski sistemi, informacijske storitve, dobra praksa, znanje, procesi, IKT, poslovna vrednost IT
Year of publishing:2010
Publisher:[M. Kopina]
Source:Novo mesto
UDC:004.4
COBISS_ID:10271260 New window
NUK URN:URN:SI:UM:DK:HHKBRFYD
Views:3415
Downloads:683
Metadata:XML RDF-CHPDL DC-XML DC-RDF
Categories:EPF
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Secondary language

Language:English
Title:IT service management with ITIL recommendations in a telecommunication company
Abstract:Information was always very important advantage in lives of the people. Today companies are organisations where successful and efficient work highly depends on it. Not only success but also further development possibilities and even existents depend on information. Large high scale demands and big volumes of information in high technology development, makes business even more dependant. In the service based branches of business as IT we need knowledge as key element for providing high quality services and faster decisions making. It shows in all areas of business, how well we mange this knowledge. IT services are more and more oriented towards customers, assuring right services to the right customers at the right time and for the right price. Understanding of IT by users is also changed from “just a bunch of hardware and software” to the full information service level. To master those new approaches we need to learn and gain new knowledge. However to change our perspective is probably one of the oldest and best practices to learn it from the example who does this best. In the area of IT services is most commonly used best practice ITIL (Information Technology Infrastructure Library) collection, so we can guess using it in this case would be quite appropriate. In this collection of recommendations is well described lots of already made mistakes and good practices based on common sense approach, so we could learn the way faster and could spare us from the pain of learning it on our mistakes and faults. In this paper we explored ITIL framework and studied the possibilities to use the recommendation and good practice of ITIL in practical case. We tried to show the possible approach based on clear preview from all processes in the case study of selected telecommunication company. The practical case study shows good example how can we transfer good practice such as ITIL in a real business environment. We selected some of the key processes and presented a whole procedure how these models can be used thru the entire case. Examples shown here can be also used in other similar business environments. The usage of the case described in this paper is shown as a good and logical choice in this telecommunication company and it brings its share to the successful and efficient business results, customers and employees satisfaction. All together it also shows increased IT business value too.
Keywords:ITIL, IT, ICT, service management, information systems, information services, good practice, knowledge, processes, IT business value


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