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Title:PRIMERJAVA SKLADNOSTI ORODIJ ZA UPRAVLJANJE SLUŽBE ZA POMOČ UPORABNIKOM IN OBVLADOVANJE INCIDENTOV S PRIPOROČILI IT OGRODIJ
Authors:Banfić, Aleš (Author)
Polančič, Gregor (Mentor) More about this mentor... New window
Kous, Katja (Co-mentor)
Files:.pdf UNI_Banfic_Ales_2013.pdf (3,34 MB)
 
Language:Slovenian
Work type:Bachelor thesis/paper (mb11)
Typology:2.11 - Undergraduate Thesis
Organization:FERI - Faculty of Electrical Engineering and Computer Science
Abstract:Diplomsko delo sestoji iz pregleda dobrih praks, kjer smo na kratko predstavili COBIT in ITIL. Natančneje smo analizirali proces obvladovanja incidentov in proces pomoči uporabnikom. Na spletu smo identificirali orodja, ki jih lahko podjetja uporabljajo pri upravljanju službe za pomoč uporabnikom. Ta orodja smo na kratko predstavili in tri s pomočjo našega modela preverili, ali ustrezajo kateri dobri praksi. V zaključku smo predstavili rezultate in podali mnenje.
Keywords:IT orodja, služba za pomoč uporabnikom, obvladovanje incidentov, ITIL, COBIT
Year of publishing:2013
Publisher:[A. Banfić]
Source:Maribor
UDC:659.2:004(043.2)
COBISS_ID:17346070 Link is opened in a new window
NUK URN:URN:SI:UM:DK:KZVYIQ4P
Views:960
Downloads:95
Metadata:XML RDF-CHPDL DC-XML DC-RDF
Categories:KTFMB - FERI
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Secondary language

Language:English
Title:COMPARISON OF TOOLS FOR HELPDESK AND INCIDENT MANAGEMENT WITH IT FRAMEWORKS RECOMMENDATIONS
Abstract:This thesis consists of good practice reviews, such as COBIT and ITIL. We accuartely analysed the process of controlling the incidents and the help desk. On the internet we identified the tools, which could be used by company management in user support. Those tools were shortly depicted and three of them were verified with the help of our model, if they corresponded to one of the good practices. In the coclusion we presented the results and opinion on the subject.
Keywords:IT tools, helpdesk, incident management, ITIL, COBIT


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