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National Repository of Grey Literature 2 records found  Search took 0.00 seconds. 
Analysis of helpdesk system requirements in company dealing with development of information systems and outsourcing of payroll and human resources
 PEROUTKA, David
The topic of this diploma thesis is focused on the analysis of the company's requirements for the selection of a system to support communication with customers - helpdesk. The beginning of the work is devoted to theoretical basics of helpdesk systems such as trouble ticket life cycle or knowledge base system. Furthermore, the use of the helpdesk system is described from the point of view of usage and then from the point of view of the roles that occur when using this system. At the end of the theoretical part are described ECS systems, which the helpdesk system is part of. The practical part describes the company for which this work is processed and its functional requirements for the selected system and systems directly related to it. In addition, 4 available solutions are selected, which include their pros and cons and then are evaluated based on seven criteria. The best solution is recommended to the company for selection. In the end of the work, the course of implementation of the solution chosen by the company is outlined.
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User support at Ministry of Agriculture´s offices
 Pech, Jan ; Novotný, Ota (advisor) ; Kučera, Martin (referee)
This bachelor's thesis is concerned with a form of helpdesk system and brings recommendations to improve quality of IT services for users working at Ministry of Agriculture's offices with using ITIL concept. To achieve my goals this bachelor's thesis is using recommendations of ITIL and results from analysis of current situation of user support on each one of the offices and from report on State Land Office's helpdesk system too. Reason for making this bachelor's thesis is heterogeneity of providing user support among offices. This situation can not guarantee the same quality of IT services to users, there are not exactly defined processes of controling user's error reports or exatly define processes for managing known problems. It causes complications in case of joining offices or in case of providing user support across offices. This bachelor's thesis structure is composed of three main parts. The first part brings definition of the user support, information about user support's work and instruments, and it brings definition of ITIL with presentation ITIL 2011's recommendations for administrate IT services. The second part analyses and presents helpdesk system's data and data gained from questionnaires survey across Ministry of Agriculture's offices. The third part uses all the data and information in order to propose a form of unified helpdesk system which keeps sovereignty and the needs of each office and brings recommendations in support of this proposal.
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