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Title:
PRENOVA SISTEMA ZA POMOČ UPORABNIKOM INFORMACIJSKE TEHNOLOGIJE
Authors:
ID
Podboršek, Boštjan
(Author)
ID
RAJKOVIČ, VLADISLAV
(Mentor)
More about this mentor...
Files:
MAG_Podborsek_Bostjan_2010.pdf
(1,71 MB)
MD5: EF35FA205D3697785B883847017E81D1
PID:
20.500.12556/dkum/29c99689-5fe4-4b33-8d27-731fbddf874e
Language:
Slovenian
Work type:
Master's thesis
Organization:
FOV - Faculty of Organizational Sciences in Kranj
Abstract:
Raziskava obravnava analizo obstoječega stanja sistema za pomoč uporabnikom informacijske tehnologije, analizo obstoječih procesov v službi za IT (informacijske tehnologije), definiranje novih procesov, izdelavo kataloga storitev ter nadgradnjo spletne rešitve za vnos incidentov in naročilo storitev, ki jih nudi služba za IT uporabnikom v Sloveniji, Hrvaški, Srbiji, Bosni, Črni Gori, Makedoniji ter Bolgariji. Celoten proces od analize obstoječega stanja do končne spletne rešitve, podprte s procesi, je trajal 28 mesecev. Spletna rešitev se uspešno uporablja na vseh trgih, kjer je prisotno podjetje. Spletna rešitev je bila najprej uporabljena samo v Sloveniji, ko pa je bila dobro preizkušena in dodelana, se je razširila tudi na druge trge.
Keywords:
• Pomoč uporabnikom • Informacijske tehnologije • Spletna rešitev
Place of publishing:
Maribor
Year of publishing:
2010
PID:
20.500.12556/DKUM-13413
COBISS.SI-ID:
6685459
NUK URN:
URN:SI:UM:DK:FJ0ACWTG
Publication date in DKUM:
19.08.2010
Views:
2057
Downloads:
191
Metadata:
Categories:
FOV
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:
PODBORŠEK, Boštjan, 2010,
PRENOVA SISTEMA ZA POMOČ UPORABNIKOM INFORMACIJSKE TEHNOLOGIJE
[online]. Master’s thesis. Maribor. [Accessed 6 April 2025]. Retrieved from: https://dk.um.si/IzpisGradiva.php?lang=eng&id=13413
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Secondary language
Language:
English
Title:
REENGINEERING OF HELP DESK FOR INFORMATION TECHNOLOGY USERS
Abstract:
This research considers the analysis of the existing state of the system for helping users of information technology, the analysis of the existing processes in the IT (information technologies) service, the definition of new processes, the creation of a catalogue of services, and the upgrade of the online solution for submitting incidents and ordering services that the IT service offers to its users in Slovenia, Croatia, Serbia, Bosnia, Montenegro and Bulgaria. The entire process, from the analysis of the existing state to the final online solution supported by processes, took 28 months. The online solution is successfully implemented in all the markets, where the company is present. The online solution was at first used only in Slovenia but had spread to other markets after it had been sufficiently tested and perfected.
Keywords:
• Help desk for IT users • Online solution for helping users • Information technology
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