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National Repository of Grey Literature 1 records found  Search took 0.01 seconds. 
Optimization processes IT Help Desk department in a large enterprise
 Biľ, Tomáš ; Kunstová, Renáta (advisor) ; Kapitán, Petr (referee)
The goal of this paper is the IT helpdesk process analysis and its optimization. As a part of the analysis, existing processes are described, completed tasks, existing problems, weak spots, data collecting applications and request resolving solutions are analysed. Currently there are no detailed guidelines and measures within the company as to providing IT support. The main part of this paper is to provide directions on how to optimize chosen processes and improve data collecting applications. This is achieved by simplifying forms, introducing feedback clarification and by change of approach. Furthermore, there are changes to requirement solving applications. Existing shortcomings in the companys processes -- IT helpdesk department -- are solved e.g. by using the Method " TSP - Traveling Salesman Problem" -- applied to technicians travel among individual branches.
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