Upgrading the information system of the Customs Administration Service Centre

Jani Poljšak (2012) Upgrading the information system of the Customs Administration Service Centre. EngD thesis.

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Abstract

The aim of this thesis is the presentation and adaptation of an open-source information system, which could replace the current ticket information system in use by the national service desk, which operates within the Customs Administration of Republic of Slovenia. It begins by presenting the well-known Information Technology Infrastructure Library recommendations and guidelines of the European Directorate for customs and taxes, which served as a guide for selecting the appropriate software tools on the market of Information Technology solutions. The central part is dedicated to the presentation and description of the adjustments that have been made on the proposed information system named Open-source Ticket Request System. At the end of the thesis, by comparing the functionality of both information systems, we try to show what the national service desk gains by upgrading the current system.

Item Type:

Thesis (EngD thesis)

Keywords:

IT, ITIL, OTRS, service center

Number of Pages:

Language of Content:

Slovenian

Mentor / Comentors:

Name and Surname	ID	Function
viš. pred. dr. Alenka Kavčič	264	Mentor

Link to COBISS:

http://www.cobiss.si/scripts/cobiss?command=search&base=50070&select=(ID=00009135188)

Institution:

University of Ljubljana

Department:

Faculty of Computer and Information Science

Item ID:

1660

Date Deposited:

16 Apr 2012 19:52

Last Modified:

10 May 2012 18:22

URI:

http://eprints.fri.uni-lj.si/id/eprint/1660

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