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Implementation of an information technology infrastructure library process – the resistance to change

Esteves, Rui; Alves, Paulo
Fonte: Procedia Technology Publicador: Procedia Technology
Tipo: Artigo de Revista Científica
ENG
Relevância na Pesquisa
85.8%
This paper presents the preliminary results of an academic research about implementation of an Information Technology Infrastructure Library (ITIL) process conducted in 2012 in a Portuguese public organization named Culture, Tourism and Transport Regional Department of Madeira Autonomous Region. During the process we encountered resistance against ITIL and adversity to change. It is also true that other factors occurred in this project as the change of economic conditions or constrained resources. With this study we can conclude that ITIL is useful for increasing the overall quality of IT services, reduced costs, improved customer satisfaction, improved productivity and delivery, but we found that particularly in the public sector there is a natural resistance to change. This resistance is the most important issue for the deployment of ITIL practices in public sector because the formal and bureaucratic processes are settled in the culture of organizations.

Modelos de gestão da terceirização de tecnologia da informação: um estudo exploratório ; Models of information technology outsourcing management: an exploratory study

Bergamaschi, Sidnei
Fonte: Biblioteca Digitais de Teses e Dissertações da USP Publicador: Biblioteca Digitais de Teses e Dissertações da USP
Tipo: Tese de Doutorado Formato: application/pdf
Publicado em 17/02/2005 PT
Relevância na Pesquisa
86.04%
A terceirização, ou o processo de transferência de suas atividades, por parte das organizações, para terceiros, é uma prática utilizada há muito tempo e que vem se tornando mais comum. O mesmo também ocorre especificamente em relação às atividades da área de Tecnologia da Informação, desde o início da utilização dos computadores nas organizações até os dias atuais. Diversos são os motivos que levam as organizações a terceirizar, parcial ou totalmente, suas diferentes atividades e serviços na área de Tecnologia da Informação, sendo muitos deles associados à redução de custos, melhoria de qualidade e foco nas atividades essenciais da organização. Algumas teorias econômicas embasam as decisões de terceirização por parte das organizações, particularmente a economia dos custos de transação, custos de produção e teoria de agência. Esta tese tem como objetivo realizar um estudo exploratório sobre as formas de contratação e gerenciamento da terceirização de Tecnologia da Informação, bem como de fatores que influenciam a adoção dessas formas. A tese propõe um modelo, elaborado com base na literatura existente sobre o assunto, segundo o qual, determinados fatores econômicos e objetivos estratégicos das organizações influenciam na escolha de um modelo de gestão da terceirização. Além disso...

Um estudo sobre a gestão da terceirização de serviços de tecnologia da informação baseados em modelos de governança; A study on the management of outsourcing services information technology based models of governance

Cristofoli, Fulvio
Fonte: Biblioteca Digitais de Teses e Dissertações da USP Publicador: Biblioteca Digitais de Teses e Dissertações da USP
Tipo: Tese de Doutorado Formato: application/pdf
Publicado em 30/08/2011 PT
Relevância na Pesquisa
65.93%
O objetivo deste trabalho é o de avaliar a gestão da terceirização de serviços de tecnologia da informação (TI) baseados nas práticas de governança de TI (GTI) por meio de revisão bibliográfica e pesquisa quantitativa em organizações brasileiras. Diversas organizações enfrentam dificuldades na gestão dos serviços terceirizados e por essa razão adotam práticas recomendadas por diversos modelos de GTI. O estudo sobre a natureza da relação entre as práticas recomendadas de gestão de TI e seus resultados partiu da análise de 37 modelos de governança, sendo 15 específicos de GTI, dos quais três modelos foram escolhidos – CObIT vs.4.1, eSCM-CL vs.1.1 e ITIL vs.3 – por representarem quase que a totalidade de processos e ações práticas de todos os outros modelos relacionados à GTI. O instrumento foi aplicado junto a 299 gestores de TI de empresas de grande e médio porte dos setores industrial, comercial e de serviços da Região Metropolitana de São Paulo, sendo realizadas análise fatorial exploratória e análise confirmatória por meio de modelagem de equações estruturais estimados por PLS (Partial Least Square). O instrumento final contém 43 itens que ficaram distribuídos em sete fatores, a saber: estratégias de serviços...

Uma contribuição para os processos da gerência de projetos através da gerência do conhecimento.; A contribution to the processes of project management through knowledge management.

Tavares, Edval da Silva
Fonte: Biblioteca Digitais de Teses e Dissertações da USP Publicador: Biblioteca Digitais de Teses e Dissertações da USP
Tipo: Tese de Doutorado Formato: application/pdf
Publicado em 13/04/2004 PT
Relevância na Pesquisa
65.95%
As empresas no Brasil têm aumentado seus investimentos em automação nas últimas duas décadas para enfrentar uma forte competição e para reduzir seus custos operacionais, para isto têm oferecido uma completa gama de serviços e produtos com ênfase nos serviços remotos para melhorar as conveniências oferecidas aos clientes. No entanto, a implementação destes produtos e serviços é viável através de projetos estruturados de Tecnologia da Informação. De acordo com as práticas de mercado, as empresas estão focando seus esforços nas competências essenciais e, em função disto, estão usando o processo de Outsourcing ou subcontratação para implementar projetos de Tecnologia da Informação. Todavia estas funções transformam o processo como um todo, tornando-o mais complexo, principalmente quando os projetos possuem componentes de inovação, como um novo produto, um novo processo ou usando novas tecnologias. As novas tecnologias ainda não disseminadas demandam novos conhecimentos e podem ser realizadas através da contratação de fornecedores. Estes processos de localização dos fornecedores, escolha e adequada contratação devem ser tratados pelas competências da Gerência de Projetos e mais propriamente pela área de Aquisição ou "Procurement". Pelo menos parte do novo conhecimento é considerada estratégica e...

O papel da TI na estratégia, definição e operação de canais para fornecimento de serviços eletrônicos.; IT role in strategy, channels operation and definition to provide electronic services.

Santos, Antonio Augusto da Silva
Fonte: Biblioteca Digitais de Teses e Dissertações da USP Publicador: Biblioteca Digitais de Teses e Dissertações da USP
Tipo: Dissertação de Mestrado Formato: application/pdf
Publicado em 05/11/2012 PT
Relevância na Pesquisa
65.97%
A criação de uma gama nova de serviços eletrônicos baseados em tecnologia da informação é uma realidade para as empresas. Serviços deste tipo estão ganhando importância em diversas áreas como a de comércio eletrônico. Em função deste aumento de importância, as empresas vêm dedicando esforços para organizar o desenvolvimento de novos serviços desta natureza de maneira a estarem alinhados com a estratégia das organizações. Também no âmbito acadêmico, o interesse por estudar serviços eletrônicos vem crescendo desde 2004. As áreas de estudo são as mais diversas, sendo a questão do desenvolvimento destes serviços de forma alinhada ao processo de planejamento estratégico um dos principais. Diante deste contexto, prático e acadêmico, este trabalho tem por objetivo avalizar como as empresas brasileiras definem suas estratégias em relação à prestação de serviços eletrônicos. Em havendo a criação do serviço eletrônico, o trabalho também procura avaliar a integração deste serviço com os demais canais, eletrônicos, humanos ou misto entre os dois. Neste contexto, avaliar o papel da tecnologia da informação (TI), ou seja, como a TI participa da decisão e, se for o caso, qual a sua influência no processo de construção do serviço eletrônico. Finalmente...

Definition of Information Technology Architectures for Continuous Data Management and Medical Device Integration in Diabetes

Hernando, M. Elena; Pascual, Mario; Salvador, Carlos H.; García-Sáez, Gema; Rodríguez-Herrero, Agustín; Martínez-Sarriegui, Iñaki; Gómez, Enrique J.
Fonte: Diabetes Technology Society Publicador: Diabetes Technology Society
Tipo: Artigo de Revista Científica
Publicado em /09/2008 EN
Relevância na Pesquisa
75.79%
The growing availability of continuous data from medical devices in diabetes management makes it crucial to define novel information technology architectures for efficient data storage, data transmission, and data visualization. The new paradigm of care demands the sharing of information in interoperable systems as the only way to support patient care in a continuum of care scenario. The technological platforms should support all the services required by the actors involved in the care process, located in different scenarios and managing diverse information for different purposes. This article presents basic criteria for defining flexible and adaptive architectures that are capable of interoperating with external systems, and integrating medical devices and decision support tools to extract all the relevant knowledge to support diabetes care.

Financial services in supply chains : success factors and future opportunities for traditional financial institutions

Fujimori, Yoshiro
Fonte: Massachusetts Institute of Technology Publicador: Massachusetts Institute of Technology
Tipo: Tese de Doutorado Formato: 63 leaves; 4120970 bytes; 4123522 bytes; application/pdf; application/pdf
ENG
Relevância na Pesquisa
65.89%
This thesis examines how the traditional banking institutions can add value in supply networks of products and services. The approach is based on a critical examination of the current range of services offered by traditional banks and similar financial institutions to supply chains and their component firms. Our primary hypothesis that we construct from such an analysis is that banking institutions have a vast field of opportunity to undertake more value-added roles in the operational aspects of supply chains; currently, the purview of many traditional banks is limited to the strategic aspects of supply chains, such as mergers and acquisitions, capital investments, and a largely passive or reactive monitoring of financial performance of supply chains. In order to underscore the significance of the research question, we first review the strategic drivers and the success factors for most banking institutions as they seek to enlarge their role in the functioning of large markets; these strategic drivers could explain the positioning of the current range of services offered by banks to supply chains and broader markets. Next, working from the other end, we review briefly the strategic, tactical and operational issues and priorities facing supply chain managers of today...

Strategy, structure, and performance of IT services firms

De Laigue, François J. (François Jean-Marie)
Fonte: Massachusetts Institute of Technology Publicador: Massachusetts Institute of Technology
Tipo: Tese de Doutorado Formato: 120 p.; 5461291 bytes; 5466288 bytes; application/pdf; application/pdf
ENG
Relevância na Pesquisa
75.95%
Sales of services are becoming a major source of revenues across industries. The shift towards services has been exacerbated as human capital has gained in importance in the "knowledge economy." And yet, products businesses have historically attracted, and are still attracting, most of the attention of managers and scholars. Centering on the information technology services industry, this thesis analyzes the strategy, structure, and performance of services firms. We analyze the information technology services industry and propose a framework to determine the drivers of performance of information technology services firms. The framework is applied to a database of 831 information technology services firms from 1990 to 2004. Chapter II provides an insight into the dynamics of the information technology industry. Chapter III then focuses on the specificities, characteristics and structure of the information technology services firms. In Chapter IV, the business model of services firms is contrasted with that of products firms. Inter-relations between the two business models are proposed. Chapter V introduces a strategic management framework and applies it to the definition of drivers of performance of IT services firms, which are analyzed in Chapter VI...

Towards an information technology infrastructure cost model

Huang, Ken, S.M. Massachusetts Institute of Technology
Fonte: Massachusetts Institute of Technology Publicador: Massachusetts Institute of Technology
Tipo: Tese de Doutorado Formato: 139 leaves
ENG
Relevância na Pesquisa
85.86%
Ever since the introduction of the Internet in 1994, one of the defining characteristics of the global economy, particularly in the US, is a dramatic increase in expenditures on Information Technology. While this trend is expected to continue, a major issue for companies of all sizes is the manner in which precise forecasting of future IT cost may be undertaken. The present thesis investigates the possibility that a set of the essential deterministic cost drivers with varying weighted factors may prove capable of estimating total IT infrastructure costs. An online questionnaire was developed for this purpose, and was used to survey senior IT leadership teams. The data collected from this survey was then computed with Analytical Hierarchy Process (AHP) to illustrate the relative importance of different cost drivers. The study revealed three primary findings. First, that a set of essential deterministic cost drivers with varying weighted factors could be used as a general tool for estimating the total cost of IT infrastructure. Second, these different sectors prioritize cost drivers differently from each other. In the Financial Services sector, for instance, the security of the IT network was reported to be of greater importance than the service call response time. In the Technology sector...

A probabilistic approach to risk management in mission-critical information technology infrastructure

Oren, Gadi
Fonte: Massachusetts Institute of Technology Publicador: Massachusetts Institute of Technology
Tipo: Tese de Doutorado Formato: 112 p.
ENG
Relevância na Pesquisa
75.92%
In the nuclear, aerospace and chemical industries, the need for risk management is straightforward. When a system failure mode may cause a very high cost in lives or economic value, risk management becomes a necessity. In its short history, Information Technology (IT) came to be a crucial part and sometimes the platform of business activities for many large companies such as telecommunication or financial services organizations. However, due to scale and complexity, risk management methods used by other industries are not widely applied in IT.In this thesis, we investigate how probabilistic risk assessments methods used in other industries can be applied to IT network environments. A comparison is done using a number of possible approaches, improvements to these approaches are suggested, and different tradeoffs are discussed. The thesis examines ways to apply probabilistic risk assessment to a Service Oriented Architecture environment (where each service is an application or a business process that depends on other services, local and networked resources) to estimate the service reliability, availability, expected costs over time and the importance measures of elements and configurations. Finally, a method of performing cost benefit analysis is presented to estimate the implication of changing the services-supporting infrastructure...

Business models of information aggregators

Hu, Jiangxia, S.M. Massachusetts Institute of Technology
Fonte: Massachusetts Institute of Technology Publicador: Massachusetts Institute of Technology
Tipo: Tese de Doutorado Formato: 80 p.
ENG
Relevância na Pesquisa
65.89%
This thesis identifies the specific characteristics of information aggregators, and proposes nine business models appropriate for information aggregators. These nine models are: advertising, brokerage, subscription, licensing, infomediary (information intermediaries), referral/click-through, customized/personalized service, professional service/consulting, and application service provider. The thesis then looks into various companies who base their businesses on information aggregation and analyzes the development of their business models in the context of competition. The financial and social performances of these companies are studied and reasons are explored. In the end, the thesis summarizes findings from case studies, lists the widely used business models and the rarely used ones, and explores reasons for this phenomenon. The conclusion of this research is that information aggregation is a start point for a company to develop differentiated product or services. Companies can develop into an independent information aggregators; they can use information aggregation as a platform; they can partner with aggregatees or customers to provide customized information. Eventually, many will be integrated into end-to-end solutions, or penetrate into traditional businesses by leveraging information aggregation. The research can be used by companies who develop information aggregation products or services. It can also be used to evaluate the viability of information aggregation initiatives.; by Jiangxia Hu.; Thesis (S.M.)--Massachusetts Institute of Technology...

Differential Impacts of Information Technology Services in the Korean Hotel Industry: A Study of Management Perceptions

Singh, A.J.; Kim, Hong Bumm; Huh, Chang
Fonte: FIU Digital Commons Publicador: FIU Digital Commons
Tipo: Artigo de Revista Científica Formato: application/pdf
Relevância na Pesquisa
75.93%
Successful introduction of information technology applications in various operations of hotel management is vital to most service firms. In recent decades, technologies of information, automation, and communication are increasingly recognized as essential components of a hotel company’s strategic plan. In this study, 62 super-deluxe hotels (5 star), deluxe hotels (4 star), and tourist hotels (3 star) in Korea are examined for differences in the impact of information technology services on guest’ satisfaction, guest convenience, and operational efficiency. The findings generally suggest that the impacts of information technology-enhanced services vary according to the category of hotels in Korea. The results of the study are expected to assist managers in the selections and implementation of information technology systems in their hotel.

A comparative analysis of strategic approaches for Information Technology (IT) for Commander Naval Surface Forces

Johnson, Devine R.
Fonte: Monterey, California. Naval Postgraduate School Publicador: Monterey, California. Naval Postgraduate School
Tipo: Tese de Doutorado Formato: xvi, 87 p. : ill. ;
Relevância na Pesquisa
85.87%
Approved for public release; distribution is unlimited; As the lead organization for all United States Naval Surface Forces, Commander Naval Surface Forces (CNSF) is committed to providing operational commanders with well-trained, highly effective, and technologically relevant surface forces. Aligning itself with the Department of the Navy's Information Management (IM) and Information Technology (IT) strategic mission objectives, CNSF is dedicated to delivering secure, interoperable, and integrated IM/IT capabilities to the Marine and Sailor in support of war-fighting missions. CNSF utilizes several IT systems and applications to enhance information collection, sharing, and storage including the Surface Forces (SURFOR) Web, Training and Operational Readiness Informational Services (TORIS), and Continuous Monitoring Program (CMP). In lieu of the Navy's attempt to cut operational budget costs and become more financially responsible, CNSF is discussing options to increase its efficiency in IT contract management. CNSF-one organization with two Type Commander (TYCOM) staffs and support organizations-must institute a strategic approach for the management of IT to maximize efficiency throughout the organization. This thesis will focus on identifying strategic approaches to IT management...

Measuring the value of graduate information technology education for Marine Officers: a proof of concept study

Branstetter, Terry L.
Fonte: Monterey, California. Naval Postgraduate School Publicador: Monterey, California. Naval Postgraduate School
Tipo: Tese de Doutorado Formato: xvi, 89 p. : ill. (some col.) ;
Relevância na Pesquisa
75.77%
Approved for public release, distribution is unlimited; This research examines a process to estimate the value of graduate education. Moreover, it demonstrates an approach to measuring the use of graduate education within organizations. Marine Corps officers who graduated from the Naval Postgraduate School's Information System Technology curriculum are studied. The study used a web-based survey for data collection and a Knowledge Value Added method to objectively estimate the value of education topics across different Marine Corps processes. Results indicate that the Information System Technology curriculum is designed and implemented to successfully meet sponsor requirements. It reveals that the education is highly valued and frequently used in post graduation billets. The most valued aspect of the education is theoretical knowledge. However, the research showed how practical information technology skills and social relationships that developed during the resident education were also highly valued and frequently used. The results go on to show that personal interest in education topics often corresponded to greater perceived value. Lastly, a proof of concept demonstrates a method to measure and compare the use on graduate education in subsequent organizational processes. The Knowledge Value Added method provides the ability to compare education use between different topics...

Strategic positioning of Taiwan in the outsourcing market: Evidence from information technology services and electronic manufacturing outsourcing to China

Tseng, Sheng-Ying
Fonte: FIU Digital Commons Publicador: FIU Digital Commons
Tipo: Artigo de Revista Científica
EN
Relevância na Pesquisa
75.88%
In outsourcing relationships with China, the Electronic Manufacturing (EM) and Information Technology Services (ITS) industry in Taiwan may possess such advantages as the continuing growth of its production value, complete manufacturing supply chain, low production cost and a large-scale Chinese market, and language and culture similarity compared to outsourcing to other countries. Nevertheless, the Council for Economic Planning and Development of Executive Yuan (CEPD) found that Taiwan's IT services outsourcing to China is subject to certain constraints and might not be as successful as the EM outsourcing (Aggarwal, 2003; CEPD, 2004a; CIER, 2003; Einhorn and Kriplani, 2003; Kumar and Zhu, 2006; Li and Gao, 2003; MIC, 2006). Some studies examined this issue, but failed to (1) provide statistical evidence about lower prevalence rates of IT services outsourcing, and (2) clearly explain the lower prevalence rates of IT services outsourcing by identifying similarities and differences between both types of outsourcing contexts. This research seeks to fill that gap and possibly provide potential strategic guidelines to ITS firms in Taiwan. ^ This study adopts Transaction Cost Economics (TCE) as the theoretical basis. The basic premise is that different types of outsourcing activities may incur differing transaction costs and realize varying degrees of outsourcing success due to differential attributes of the transactions in the outsourcing process. Using primary data gathered from questionnaire surveys of ninety two firms...

Global delivery of IT services : looking beyond the global delivery model; Global delivery of information technology services : looking beyond the GDM

Cherian, Binoy
Fonte: Massachusetts Institute of Technology Publicador: Massachusetts Institute of Technology
Tipo: Tese de Doutorado Formato: 99 p.
ENG
Relevância na Pesquisa
75.85%
The objective of this thesis is to analyze the factors that create competitive advantage through global delivery of IT services. Research on this thesis consists of a review of IT services markets and globally distributed operating models for IT services. A simple framework is created to analyze global delivery models (GDM) used by IT services companies. A few companies, including Infosys, have pioneered the GDM and hence the framework created is used to analyze Infosys' global delivery model. Finally, recommendations are made, based on this analysis, to enable firms to gain competitive advantage by looking beyond the adoption of global delivery models for IT services.; by Binoy Cherian.; Thesis (S.M.)--Massachusetts Institute of Technology, System Design and Management Program, 2007.; Includes bibliographical references (p. 95-99).

HST.921 / HST.923 Information Technology in the Health Care System of the Future, Spring 2003; Information Technology in the Health Care System of the Future

Locke, Steven E. (Steven Elliot); Bergeron, Bryan P.; Sands, Daniel Z.; Blander, Jeffrey
Fonte: MIT - Massachusetts Institute of Technology Publicador: MIT - Massachusetts Institute of Technology
EN-US
Relevância na Pesquisa
65.89%
The healthcare system in the US has been in the midst of a rapid transition in response to changing trends and patterns of care. The growing emphasis on evidence-based medical practice, continuous quality improvement, clinical and cost-effectiveness, and risk management have led to a sea change in medical practice that has been stressful for clinicians, patients, and administrators. As care becomes more tightly managed, it becomes a challenge for clinicians, administrators, and patients to balance time, money, resources, and clinical outcomes. Can emerging technologies help solve these complex problems? How has the demise of the dot.com industry effected these trends and slowed the proliferation of potential solutions? This innovative, trans-faculty course will teach the student how information technologies are shaping and redefining the health care marketplace through examining aspects related to 1) improved economies of scale, 2) greater technical and business efficiencies in the delivery of care to patients, 3) advanced tools for patient education and self-care, 4) network integrated decision support tools for clinicians, and 5) e-health applications and e-commerce. Students are required to take this course in conjunction with HST 923...

Scale and differentiation in services : using information technologies to manage customer experiences at Harrah's Entertainment and other companies

Mansharamani, Vikram, 1974-
Fonte: Massachusetts Institute of Technology Publicador: Massachusetts Institute of Technology
Tipo: Tese de Doutorado Formato: 308 leaves
ENG
Relevância na Pesquisa
65.92%
This dissertation is focused on the topic of service innovation and explores economies of scale and strategic differentiation in services via an inductive field-based case study of the world's largest casino gaming company, Harrah's Entertainment. It includes comparisons to services firms in other industries such as distribution/logistics (UPS) and for-profit/online education (Apollo Group/University of Phoenix). The findings suggest that scale and differentiation (considered by many to be mutually exclusive in services) can be combined through the strategic use of information technology in a manner that increases customer switching costs, resulting in improved profitability and returns. The limitations of standardization-only scale-oriented strategies are discussed, and the dissertation concludes with a description of the three key components needed by any firm seeking to employ a strategy of scalable service differentiation: (1) a loyalty program, or other means of linking specific transaction data with specific customers, (2) an analytic engine that determines the ranking/prioritization of customers and the criteria upon which to differentiate services, and (3) a set of information technology tools that automate consistent differentiated service delivery across a company's touch-points with its customers.; by Vikram Mansharamani.; Thesis (Ph. D.)--Massachusetts Institute of Technology...

ITIL aplicado ao Ciclo de Vida de Aplicações Distribuídas: Estudo de Caso

Machado, Mauro José Patusco
Fonte: Instituto Politécnico de Setúbal. Escola Superior de Ciências Empresariais Publicador: Instituto Politécnico de Setúbal. Escola Superior de Ciências Empresariais
Tipo: Dissertação de Mestrado
Publicado em /11/2015 POR
Relevância na Pesquisa
65.92%
Projeto apresentado para cumprimento dos requisitos necessários à obtenção do grau de Mestre em Sistemas de Informação Organizacionais; Por forma a acompanhar as rápidas alterações que são produzidas no mercado é condição necessária para obter sucesso e diferenciação estratégica o modo como está preparada a infraestrutura de Tecnologias de Informação (TI). Uma das possibilidades para as empresas terem uma infraestrutura de TI preparada para receber estes desafios é um conjunto de boas práticas que constam na literatura da Information Technology Infrastructure Library 2011 (ITIL). Esta permite através da sua implementação nas organizações a redução de custos, melhoria da produtividade e uma qualidade sempre ajustada às expectativas do cliente. Como objetivos deste estudo de caso temos a descrição da importância da framework ITIL 2011 na prestação de serviços de TI, ao nível de gestão de Ciclo de Vida Aplicacional (CVA), promovendo assim a criação de valor e a satisfação dos clientes de TI. Pretende-se efetuar uma exposição do benefício da adoção de boas práticas do ITIL no auxílio à gestão do ciclo de vida de aplicações em plataformas distribuídas e o que muda com a introdução desta nos seus processos de negócio...

Information technology service management in Raiffeisen Bank Kosovo J.S.C. : [Presentation given November 17, 2010]

Kadriu, Albulena
Fonte: Rochester Instituto de Tecnologia Publicador: Rochester Instituto de Tecnologia
Tipo: Capstone Project
EN_US
Relevância na Pesquisa
75.75%
This Capstone Project addresses the improvements that need to be carried out in the IT service support system called Remedy in Raiffeisen Bank Kosovo JSC in order to increase the service quality, respectively customer satisfaction. To define, measure, analyze, improve, and design the current issues in the Remedy system two surveys were sent. One survey was sent to 100 Business Users of Remedy Application picked randomly, while the second one was sent to 40 IT Users of Remedy Application. As a result of the Business survey and several interviews, it is found out a certain number of issues that users cope with, such as: • Finding the right category • Training is needed • The certain areas of where training is needed • IT services are better, and • Design of screens As a result of IT survey sent to IT department of Raiffeisen Bank Kosova, critical issues that are listed below are found: • Too many steps to close a request • Complicated and too many options • Training is needed • Not possible to see all the requests in Overview Console • Contacting Clients through Remedy should be more user friendly • Know-how and knowledge database should be built • Screens of Remedy should be simplifiedAccording to the survey findings...