Information support adjustment of unified processes for information and telecommunication service order execution

Luka Vrhovec (2009) Information support adjustment of unified processes for information and telecommunication service order execution. MSc thesis.

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Abstract

The following Masters dissertation examines the unification of (separate) processes for information and telecommunication service order execution after the reorganization of the enterprise Elektro-Slovenija, d.o.o. Through process unification, the enterprise tended to eliminate the unnecessary duplication of the capacities of human resources and means of work and thus offer comprehensive tracing and a unified IT support to both processes. The aim of this dissertation is to contribute to the improvement of service order execution from the field of informatics and telecommunication from the aforementioned enterprise as well as in all similar enterprises, in which both areas are interconnected. For the integration purposes of different areas, the findings of the analysis have been used from both separate processes of service order execution according to the “theoretical model of three possible aspects of observing organizational elements in enterprises’ processes” (a formal technical division of the work process; sustainable organizational frame for carrying out tasks; an actual preparation and operation system). Within the framework of the first two aspects of the model, the form of organizational structure of the (new) IT-sector in the enterprise has been analysed according to the old work processes (prior to their unification). The results of the conducted analysis are the defined characteristics/features of employees’ tasks from individual organization units of the IT sector and other areas which play a key role in IT support to the unified process. In the last aspect of the model the findings of analysis where used for the creation of model for IT support to the unified process. The applied theoretical model was further compared to the “model of connections between terms of automation of workflows”. The findings have shown that regarding the use and understanding of the terms the models are surprisingly harmonized with each other. Moreover, I have examined whether the IT support model can be established merely by upgrading the existing information system or by finding a comparable system on the market. Using the SWOT analysis, the upgrading of the existing system was found to have a greater technological and business value for the enterprise. Based on this dissertation, a model of unified processes for information and telecommunication service order execution and its IT support has been proposed. Due to the fact that the model of IT support is limited by the enterprise’s existing information technology, the model has been upgraded using a service-oriented architecture, an approach worth investing in, in the near future. Service order execution using the proposed model of unified processes (and its IT support) has now been in use for over a year. The findings have shown that all the set objectives have been met prior to the unification. The applied approach has thus proved to be adequate. The unified process has been vaguely defined due to (lack of) booking of costs incurred for the services offered to (internal) customers. To this end, the proposed models could be applied in another similar enterprise.

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