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Communication tools between business and IT
Sikorová, Markéta ; Tomášková, Barbora (advisor) ; Chlapek, Dušan (referee)
This thesis deals with internal communication between IT department and other employees. The main objective is to describe the options and critical factors in communication between IT and business. The first part focuses on various forms and communications tools, but also on problems in communication with the IT department. In the second part, dealing with the helpdesk, are compared the selected helpdesk applications using the defined criteria. At the conclusion of the work are analyzed the results of a survey by questionnaire examines the setting of internal communication, including communication with IT workers, and use of helpdesk applications in companies on the Czech market.
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SaaS IT helpdesk - Innovating conception of IT helpdesk
Andrle, Tomáš ; Pour, Jan (advisor) ; Mikulka, Pavel (referee)
This bachelor thesis is focused on information systems, which purpose is to support business processes of IT Helpdesks. The first part is analytical. Possibility of practical usage in varying organizational specifications (size, scope of business, etc.) is critically evaluated by examples and characteristics of product variants available on the market. An important aspect of deployment and operation of IT helpdesk proved to be a problem providing human and infrastructure resources. End of this part motivationally summarizes nowadays shortcomings of current conceptions of IT helpdesk information systems. The second part, which is the main contribution of this thesis and is the original part, comes to unravel problems of the analysis. The solution consists in the innovative concept of the IT helpdesk, which would be available to the public without need of upfront investments, and which would operate as a distributed service model according to the principles of Software as a Service (SaaS). The new concept offers series of procedural and implementing improvements to centralize it in one consolidated unit. The concept illustrates the map of functional components and abstracted operating environment of potential product. The conclusion of the original part of work is devoted to motivational site of this concept, where possible valuation method of potential service is introduced. The work aspires to become a manual for developers of similar solutions, who can draw on the rich experience of the author and reflect written images of "ideal" SaaS IT helpdesk into real commercial products.
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Implementation of helpdesk solution for ticket management
Myslivec, Tomáš ; Kunstová, Renáta (advisor) ; Žák, Jaromír (referee)
Master thesis deals with implementation of helpdesk solution provided by Kayako Fusion in medium-sized IT outsourcing company. The first part focus on analysis of existing application in technical department, together with an analysis of management and customers functional requirements. Subsequently, the helpdesk system is designed to fulfill the objectives of analysis. In the last part of the thesis you will find detailed description of procedure for implementation and customization of mentioned helpdesk application. The proposed solution is based partly on provision of IT services (ITIL), especially the area of Incident and Problem management. In conclusion you will find the statement indicating if the implementation of Kayako Fusion fulfilled the expectations of management, meet predetermined requirements and become suitable tool to support and carry out daily business processes.
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Implementace BI ve firmě Haguess a.s.
Bendák, Martin ; Novotný, Ota (advisor) ; Bláha, Jiří (referee)
The subject of this thesis is a pilot project of the implementation of the BI (Business Intelligence) solution in the company Haguess, a. s. The project is concerned with the analyses of data stored in a database -- DataBase Management System (DBMS) -- which is used as a data source by the web application Customer Support Center (CSC). Haguess primarily uses CSC as a helpdesk for its clients and partners, but also uses it for internal purposes. The main use of the CSC application is to support information systems delivered by Haguess. There were two motives for the choice of this subject: BI software tools had not previously been used by Haguess, and the company management was keen to get data analyses from the CSC application. That's why I decided to do these analyses. My goal was to create a practically useful solution which would be an incentive for Haguess to use BI software tools for other purposes. This thesis has two main goals. The first one is the realisation of the pilot BI solution, which would outline the possibilities for analysis of data from the CSC application using BI software tools. This involved the following activities: multidimensional analysis and BI solution design -- i.e. design of data pipelines, OLAP (On-Line Analytical Processing) cube/cubes, and user tools in MS Excel calculator. The second goal was to select the proper software tools for a future complex realisation and running of the BI solution. The first objective was achieved by doing the following: proper analysis of the CSC application data model, definition of user requests for output analysis and its comparison with the data model analysis. Based on this comparison, the basic subjects of output analyses were determined. These basic subjects were the starting point for the implementation of the BI solution. The second objective was achieved as follows: on the basis of the implementation results, basic demands (criteria) for BI software tools features were determined, bearing in mind the possible future complex realisation and running of a BI solution. Research determined which BI software tools were available on the market. The most suitable BI software tool was selected following a comparison of available options, and the criteria mentioned above. The primary outcome of this thesis is the creation of a practically usable BI solution.
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Post-implementation maintenance and support BI solutions
Procházka, Ondřej ; Pour, Jan (advisor) ; Zajíc, Ján (referee)
The theme of this dissertation thesis is the maintenance support Business Inteligence solutions. It is written in cooperation with the firm Clever Decision. The dissertation consists of two parts. The first part deals with the solution of the SLA contract, actually designing the SLA (Service Level Agreement) contract, wich the company used as an add-on support for the treaty. The second part is devoted to the helpdesk, the solution, process design and functionality of which is coming in when selecting an appropriate software solution. The aim of the work is properly designed SLA and help desk solution, including the selected software solution. At the beginning of this work is explain the concept of Service Level Agreement from several possible perspectives: general SLA, SLA for data and legal aspects of the SLA. The study also proposed a general SLA contract for small business. In the second part is processing the proposals and a description of the service desk processes. The proposal is primarily aimed at the implementation, measurement and reporting, SLA performace is not included there. Processes are designed in accordance with the requirements of the company. The following section the work deals with design and describing the helpdesk functionality. Finally, it is selected by the required functionality appropriate software solution.
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Helpdesk process evaluation in terms of customer satisfaction
Bílková, Jana ; Střížová, Vlasta (advisor) ; Prajzlerová, Hana (referee)
This diploma thesis describes the general process of corporate helpdesk. There is described a history, purpose and function of helpdesk, further benefits for the company using of a helpdesk. The work mentions ITIL, framework for management services in company. One chapter devotes the effectiveness of process in terms of customer satisfaction, which is focused on communication. The second half of diploma thesis is focused on the practical part of using helpdesk in existing company. The work analyses effectiveness of helpdesk process in this company. The results are interpreted in the final recommendation.
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Help Desk Management
Blížil, David ; Střížová, Vlasta (advisor) ; Lyčka, Aleš (referee)
Smyslem této bakalářské práce je popsat způsoby poskytování služeb Help Desku a navrhnout konkrétní zlepšení pro zvolenou firmu. V práci je čerpáno z pracovních zkušeností autora ve společnosti CSC. V práci se autor snaží poukázat na vhodné i nevhodné postupy. Závěr práce je zaměřen na doporučení, kterými by se vybraná firma měla řídit, pokud chce zlepšit své výsledky. Po přečtení této práce získá zájemce o problematiku Help Desků schopnost orientace v tomto oboru.
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