UVAJANJE MICROSOFT OPERATION FRAMEWORK V CENTER ZA PODPORO UPORABNIKOM

• Main Author: Mohorč, Matej
• Other Authors: Lenart, Gregor
• Format: Bachelor Thesis
• Language: Slovenian
• Published: 2014
• Subjects: - Pomoč uporabnikom - Storitveni center - Priporočila MOF - IBM Maximo (Smart cloud control desk); - Users help - Assistence service center - MOF frameworks - IBM Maximo (Smart cloud control desk); sami
• Online Access: https://dk.um.si/IzpisGradiva.php?id=46525; https://dk.um.si/Dokument.php?id=68163&dn=; https://plus.si.cobiss.net/opac7/bib/7362579?lang=sl

Diplomska naloga proučuje delovanje sodobnega centra za pomoč uporabnikom. Predstavljeno je delovanje centra na osnovi priporočil MOF (Microsoft operation framework). Ključni princip MOF ogrodja in področja upravljanja informacijskih storitev je zagotavljanje kvalitetnih informacijskih storitev za uporabnika. To se zagotavlja na način, da so zahteve, potrebe in pričakovanja uporabnika izpolnjene v celoti v dogovorjenem časovnem obsegu. Prenovljeni storitveni center ima moderno in učinkovito enotno vstopno točko za vse zahtevke uporabnikov z namenom reševanja vseh incidentov, vprašanj in zahtevkov s področja programskih in informacijskih sistemov. Predvidevamo, da bi se napake in zahtevki prijavljali na dva načina. Prvi način je telefonski klic, drugi samodejno odpiranje incidentov na podlagi prejete elektronske pošte s strani uporabnika ali sistema za spremljanje delovanja gradnikov informacijskega sistema. Pri prijavi bi se zabeležili vsi ključni podatki za čim hitrejšo odpravo napake ali rešitev zahtevka s pomočjo aplikacije Maximo. Storitveni center bi bil dvonivojski. Podrobni procesi upravljanja storitev in informacijske rešitve so opisani v sami nalogi. The thesis examines the workings of a modern customer care center. Presented the operation of the center based on recommendations MOF (Microsoft Operation Framework) and using of an information tool. A key principle of MOF frameworks in the field of information services is to provide quality information services to the user. It is provided in a way that the requirements, needs and expectations of the user are met in full within the agreed time scale.The revised service center has a modern and efficient single point of entry for all requests of users, with a view to resolving any incidents, issues and applications in the field of information and telecommunications system. We assume that the errors and reported more claims in two ways. The first is a phone call and the second mode is automatically open the incident on the basis of the received e-mail by the user or a system manager. By logging it will record all the key data for the rapid elimination of errors to resolve the claim with help of Maximo application tool. The service center would be two-level. Detailed processes for managing service and IT solutions themselves are described in the thesis.