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MĚŘENÍ EFEKTIVNOSTI PRÁCE V ORGANIZACI POSKYTUJÍCÍ IT SLUŽBY Seredycz, Petr ; Doucek, Petr (advisor) ; Albrecht, Roman (referee) Cílem této diplomové práce je představit metodu Support Point Analysis (SPA) vytvořenou firmou DHL v roce 2007. SPA je analytický nástroj jehož jádrem jsou metriky Service Desku a vzorec SPA. Tento nástroj umožňuje optimalizovat podporu IT služeb napříč celou organizací a je schopný poskytnout údaje o produktivitě a vytíženosti pracovníků podpory IT služeb. Přináší nový pohled na řízení oddělení podpory IT služeb a má potenciál stát se standardem měření efektivity práce. Detailed record

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