Pakalpojumu darbības nodrošināšanas pilnveide informācijas tehnoloģiju centrā
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Latvijas Universitāte
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lav
Abstract
Darba ietvaros autors izvērtē Rīgas domes Informācijas tehnoloģijas centra IT pakalpojuma darbības atbalsta procesus, kā arī tirgū pieejamās jaunākās IT procesu pārvaldības informācijas sistēmas, lai atklātu trūkumus esošajos procesos un noskaidrotu, vai sistēmas atjaunināšana palīdzēs tos veiksmīgi novērst. Izvērtējot esošo sistēmu un jaunākās tendences šajā jomā, tika noskaidroti ieguvumi, izmantojot potenciālo piedāvājumu, un kā iespējams mainītos palīdzības dienesta atbalsta darbs patērētājiem, ja tiktu atjaunots lietotājiem pieejamais pašapkalpošanās portāls. Rezultātā tika izstrādāti priekšlikumi atjaunot IT pārvaldības informācijas sistēmu un uzlabot atsevišķu pašapkalpošanās procesu darbību, tādejādi nodrošinot efektīvāku atbalstu klientiem. Darbs sastāv no 60 lappusēm, 27 attēliem, 1 tabulas un 2 pielikumiem.
In this bachelor work the author looks at the Riga City Council Information Technology Centre IT service operational support processes, as well as review the latest available software on the market of IT process management information systems to detect weaknesses in existing processes and determine whether the system update will help them successfully prevented. Looking at the existing systems and the latest trends in the field, were identified benefits of using new software, and as a possible change of help desk support job, if it self-service portal were updated. As, a result, proposals were made for update IT management information system and to improve the process of individual service operation, ensuring a more efficient support to customers. The work consists of 60 pages, 27 images, 1 table and 2 attachments.
In this bachelor work the author looks at the Riga City Council Information Technology Centre IT service operational support processes, as well as review the latest available software on the market of IT process management information systems to detect weaknesses in existing processes and determine whether the system update will help them successfully prevented. Looking at the existing systems and the latest trends in the field, were identified benefits of using new software, and as a possible change of help desk support job, if it self-service portal were updated. As, a result, proposals were made for update IT management information system and to improve the process of individual service operation, ensuring a more efficient support to customers. The work consists of 60 pages, 27 images, 1 table and 2 attachments.