The goal of this thesis is to design and implement information system for Help Desk purposes. In the first part there are specifications of theoretical bases, standard procedures and contracts concerning Help Desk operation and also summary of advantages and requirements of such system. Second part contains description of parameters and processes using the BORM method. In the practical part is the implementaion of the designed system on the platform Microsoft Sharepoint 2010. The analytical part contains description of requirements to use this platform and description of functions which are used during the implementation. Final part contains description of the implementation itself. It is based on the parametrs and processes designed in the theoretical part and uses the Sharepoint functions described in the analytical part.

No description available.

Práce se zabývá vytvořením simulačního modelu helpdesku v retailové společnosti. Obsahuje jak teoretický úvod z oblasti podpory IT, ale i nonIT tak také vlastní model s možnostmi optimalizace.

V této práci byla navržena sada metrik vhodných pro měření help desku a ta byla podrobena mutlidimenzionální analýze. Základním konceptem pro celé řešení je metodika ITIL, proto je v práci obsažena i analýza odpovídajících procesů ITIL. Pro vyzkoušení některých metrik, byly tyto nasazeny v help desk aplikaci. Navržená sada metrik byla zúžena na ty, které jsou uplatnitelné v malé firmě. Závěr práce vyhodnocuje provoz vybraných metrik nad reálnými daty a zkoumá možné způsoby interpretace získaných výsledků.

<p> </p><p>Abstract</p><p>Xeratech AB is a medium-sized company in Karlstad, Sweden. Part of their business involves support of their products. This support has been managed manually; incoming errands has been received, by phone or by e-mail, and afterwards sent to a consultant for processing. This approach lacks the ability to efficiently store these errands, to make useful reports based on the work done with it, and to automatically send out notifications and e-mail to support members involved with the errand.</p><p> </p><p>The goal of this dissertation is to implement an errand support system (a help desk) able to do the above things automatically. Since Xeratech use mostly Microsoft products, and uses SharePoint as their intranet platform, a choice has been made to implement this help desk system as a SharePoint State Machine Workflow. A state machine workflow is a workflow consisting of states, transitions and events. This type of workflow has been chosen because of its resemblance to the life cycle of an errand: errands will, during its life time, change from one state to another in a non predetermined way. For instance, when an errand is created, it will start in the <em>New </em>state, the workflow will then, when a person has started working with it, transition to the <em>In Progress </em>state, followed by a number of states until finally its state is <em>Completed</em>, and the work with the errand is done.</p><p> </p><p>This workflow will then be evaluated considering its ability to facilitate the implementation of the help desk system.</p><p> </p>

Thesis (M.S.)--Rochester Institute of Technology, 1991. / Typescript. Includes bibliographical references (leaves 86-93).

With the ever-increasing rate of the integration of technology, and office workers making up the largest single sector of occupations, many workers are spending an increasingly large portion of their work time in the prolonged sitting or standing position and while on computer-based systems. Evidence-based research suggests that increased sedentary time is associated with diabetes, hypertension and other mortality causing diseases such as cardiovascular disease. There is a lack of occupational medicine considerations, specifically ergonomics, incorporated into the patient plan of care in the primary care setting. This is likely due to the decreased number of physicians specializing in occupational medicine (OM), and the lack of OM education in medical school curriculum. The current time constraints of the medical system may make the integration of additional screening seem unreasonable. With the introduction of occupational therapy as a contributing member of the primary care team, the burden of ergonomic training and education for at-risk patients can be reduced. Through participation in the Physicians’ Role in Patient Ergonomics workshop, a 20-minute online video aimed at explaining the connection between occupational risks and common health issues seen in the primary care setting, physicians can learn about the implications of occupational risks on patient health, and how to utilize brief screening questions and decision trees to efficiently determine which patients may benefit from ergonomic education and training.

The goal of this diploma thesis is to create a methodology for rapid assessment of Service Desk function. The thesis comprises three logical units. The introductory part describes a theoretical framework of methodologies used for general functions of IT services. As a part of this section, the case study of delivery of IT services in company Pražská energetika a.s. follows. In the second part, the diploma thesis describes a methodology based on introductory analysis for evaluation of Service Desk in certain aspects of its operation including related issues of lifecycle of providing IT services. The final part of the thesis provides a case study which is based on application of the proposed methodology on several selected companies.

The topic of this Master Thesis is Incident Management process as well as other processes which are inseparably linked to it, such as Problem Management, Change Management, Knowledge Management, etc. Main focus of this work is taken to the mentioned processes implementation in the real environment of the real company. Those processes are to be supported by selected information system whereas the selection itself is also part of the project. The processess are compared and optimized with use of Information Technology Infrastructure Library (ITIL).

This exploratory study investigates the hypothesis that case-based reasoning (CBR) systems have advantages over rule-based reasoning (RBR) systems in providing automated support for Tier-2 help desk operations. The literature suggests that rule-based systems are best suited for problem solving when the system being analyzed is a single-purpose, specialized system and the rules for solving the problems are clear and do not change with high frequency. Case-based systems, because of their ability to offer alternative solutions for a given problem, give help-desk technicians more flexibility. Specifically, this dissertation aims to answer the following questions: 1. Which paradigm, rule-based or case-based reasoning, results in more precise solutions to problems when compared to the solutions derived from system manuals? 2. Which paradigm, rule-based or case-based reasoning, is more convenient to maintain in terms of knowledge modification (i.e. addition, deletion, or modification of rules/cases)? 3. Which paradigm, rule-based or case-based reasoning, enables help-desk technicians to solve problems in shorter time, and therefore at lower cost? This is an exploratory study based on data collected from field experiments. RBR and CBR based prototypes were set up to support Tier-2 help desk operations. Trained help desk operators used the system to solve a set of benchmark problems. Data collected from this exercise was analyzed to answer the three research questions. This exploratory study supported the hypothesis that the case-based paradigm is better suited for use in help desk environments at the Tier-2 level than is the rule-based paradigm. The case-based paradigm, because of its ability to offer alternative solutions for a given problem, gave the help-desk technician flexibility in applying a solution. Alternatively, the rule-based paradigm provided a solution if, and only if, a rule existed for a solution meeting the exact problem specifications. Further, in the absence of a rule, problem research time, using the rule-based paradigm, extended the time required to formulate a solution thereby increasing the cost. This research provided sufficient information to show that the help-desk knowledge based system utilizing the case-based shell provided better overall solutions to problems than did the rule-based shell.