The implementation of user's support IT process based on ITIL recommendations

Dalibor Cvijetinović (2012) The implementation of user's support IT process based on ITIL recommendations. EngD thesis.

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Abstract

Companies are becoming increasingly dependent on information technology and information systems. Today dynamic environment requires the ability of prompt change detection and consequently rapid response to those resulting changes. Services offered to enterprises must of course be tailored to user needs and flexible enough to respond to changes in the environment. Prompt response to changes and the appropriate degree of company's flexibility can be adequately provided by information technology and information systems. IT departments assume the role of service providers for different business units, processes or business functions. To be able to provide constant availability of services and deliver them when the user requests them it is necessary to provide not only software but also organizational processes. To ensure business processes, IT departments can use recommendations that have been already approved. One of these proven recommendations is ITIL. ITIL is the most widely adopted approach for IT Service Management in the world. It provides a practical, no-nonsense framework for identifying, planning, delivering and supporting IT services to the business. The objective of the thesis is to show how to implement customer support using ITIL recommendations. Thesis is divided into two parts, namely the theory part (in which to lay the theoretical frames of ITIL recommendations) and practical part (which is shown how these processes should be implemented).

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