<p>The help desk serves as the first support level for solving IT problems but sometimes they have their own problems. These problems can be linked to the lack of access to the right knowledge which could be solved by implementing knowledge management so that agents have all the knowledge they need available to them when they need it. There is statistical data available to confirm that, by implementing this knowledge management-centric approach, there is a significant improvement in throughput and reduced times spent on calls. Yet there seems to be that there is no research available to show us the cultural, process, resource and responsibility impact of knowledge management in this environment. This is the focus of this project and by creating a special knowledge management system prototype, for a working help desk, these aspects are analyzed. The results show a minimal culture barrier, more structured processes, better access to resources and increased responsibilities.</p>

Thesis PlanB (M.S.)--University of Wisconsin--Stout, 2006. / Includes bibliographical references.

Abstract 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.   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 New state, the workflow will then, when a person has started working with it, transition to the In Progress state, followed by a number of states until finally its state is Completed, and the work with the errand is done.   This workflow will then be evaluated considering its ability to facilitate the implementation of the help desk system.

Multi-touch technology and digital tabletops have been used in different fields. They provide a natural way of interaction with computers through gestures. In this report, we present a digital desk for power plant control rooms aimed at visualizing the power grid status. The thesis reports about the development of this desk that comprised field studies, use cases and requirements identification, low fidelity prototyping, and software development. A final evaluation of the design indicated that digital tabletops can be valuable for control room operators since they can enhance learning and communication among the collaborating operators. The work was done at ABB Corporate Research in Sweden.

I decided to write this master thesis in relation with my work experience at CSC within the service desk. Working at the service desk is a very complete mission that has to be well understood from analysts in order to reach high performance and thus satisfy users. Because it is the goal of CSC, satisfying customers, I decided to focus on this principle and with the results of my research and work experiences I would like to bring in this thesis some findings and recommendations I came up with in order to optimize the service desk quality and to improve the customer satisfaction. In the first chapter, I will mainly describe the work of an analyst at the service desk, and I will define the incident management process. It will help understanding how a service desk works. The incident management process is monitored by many metrics. Some of these metrics are documented and some of them are not and their impacts are different. We will see on what we should focus our efforts. We will see in the second chapter the impacts of these metrics on performance. Measuring the performance of the service desk is important in order to be aware of what should be improved to reach the highest standard of services provided. We will see in the end of this chapter that the most important performance indicator is the customer satisfaction. From this fact, I will bring some findings from seven months of experience within the service desk in order to improve the quality of the services and the customer satisfactions. I will focus on what can be implemented from the service desk analysts not from the management. I will also focus on the effects of the steps already taken to improve customer satisfaction.

The goal of my master's theses was to analyze the requirements of the ITIL framework for a service desk implementation, identify specifics of SME companies and to try to scale down the ITIL implementation of a service desk to the size applicable to SME. In my practical part I'd like devise a functional model of the ITIL compliant service desk featuring Incident, Request, Change, and Problem Management processes based on the Atlassian Jira sotware. After completing the theasis I will answer a question - if it is possible to use ITIL in the SME segment.

Submitted by Rafael Santana (rafael.silvasantana@ufpe.br) on 2017-07-17T18:43:39Z No. of bitstreams: 2 license_rdf: 811 bytes, checksum: e39d27027a6cc9cb039ad269a5db8e34 (MD5) Dissertação Roberto versão final digital CAC 7.pdf: 7376824 bytes, checksum: bb0fda9da51ebc6e1b67ece4359071dc (MD5) / Made available in DSpace on 2017-07-17T18:43:39Z (GMT). No. of bitstreams: 2 license_rdf: 811 bytes, checksum: e39d27027a6cc9cb039ad269a5db8e34 (MD5) Dissertação Roberto versão final digital CAC 7.pdf: 7376824 bytes, checksum: bb0fda9da51ebc6e1b67ece4359071dc (MD5) Previous issue date: 2016-06-30 / Às características do ambiente de trabalho que as instituições hospitalares oferecem, é marcado por uma série de riscos e estressores. A organização laboral inadequada pode ser apontada pelo número insuficiente de profissionais no hospital para realizar as tarefas, pela realização de atividades repetitivas e monótonas, pela extensa jornada de trabalho, pelo elevado número de vínculos e pelo tempo de trabalho na instituição, espaço físico inadequado, déficit de materiais e equipamentos produzindo distúrbios psicológicos e fisiológicos, relacionadas à forma de organização do trabalho. A ergonomia busca a perfeita integração entre as condições de trabalho e a tríade, formada pelo conforto, segurança e sua eficiência do trabalho em situação de trabalho, englobando conhecimentos científicos relacionando ao ser humano e ao seu ambiente de trabalho, objetivando identificar situações desfavoráveis à realização da atividade laboral, a fim de reduzir as condições e riscos sem prejuízo do desempenho profissional. Tendo em vista que os enfermeiros passam por situações de impotência e desconforto significativo, uma vez que enfrentam dificuldades para prestar uma assistência adequada. Com isso o profissional passa a vivenciar frustrações em seu cotidiano que irão contribuir para o desenvolvimento de doenças. O objetivo deste trabalho foi propor recomendações para as atividades executadas pelos enfermeiros, a partir da análise ergonômica dos postos de trabalho das clínicas cirúrgicas da internação do hospital das clínicas da UFPE, usando as técnicas da termografia digital e do acelerômetro. Para isso foi utilizada entrevista realizada no próprio local de trabalho, com o questionário de saúde ocupacional, estruturado para caracterização sócio demográfica e específica relativa à percepção de riscos ergonômicos entre os enfermeiros das clínicas cirúrgicas do Hospital das clínicas da UFPE. Utilizarmos como metodologia a Abordagem Sistêmica Humano-TarefaMáquina (SHTM). Foram utilizadas as seguintes ferramentas: o Questionário Nórdico Padronizado para Análise dos Sintomas Musculoesqueléticos a REBA (Avaliação Rápida do Corpo Inteiro). A Termografia Digital como instrumento auxiliar na identificação e avaliação de lesões musculares, distúrbios ocupacionais, áreas isquêmicas e sobrecargas articulares e o Acelerômetro digital, para a análise do gasto calórico, ambulação e frequência cardíaca. Os resultados encontrados na pesquisa enfatizaram a necessidade de melhorias nas condições laborais da atividade dos enfermeiros, devido ao esforço nas tarefas de trabalho que impõe um alto consumo de energia muscular e posturas inadequadas com o desencadeamento de processos álgicos. Foram propostas recomendações para a prevenção de transtornos musculoesqueléticos e manutenção e/ou melhorias do bem-estar no ambiente laboral. / The characteristics of the work environment that hospitals provide, is marked by a number of risks and stressors. Inadequate work organization can be appointed by the insufficient number of professionals at the hospital to perform the tasks for carrying out repetitive and monotonous activities, the extensive working hours, the high number of links and work in the institution, inadequate physical space, shortage of materials and equipment producing psychological and physiological disorders related to the form of work organization. Ergonomics seeks the perfect integration between the working conditions and the triad formed by the comfort, safety and their work efficiency in work situations, involving scientific knowledge relating to human and their work environment, aiming to identify unfavorable situations the realization labor activity in order to reduce the conditions and risks without undermining professional performance. Given that nurses go through situations of powerlessness and significant discomfort, since they are struggling to provide adequate assistance. With this professional starts to experience frustrations in their daily lives that will contribute to the development of diseases. The aim of this study was to propose recommendations for the activities performed by nurses from the ergonomic analysis of the jobs of surgical clinics admission of hospital clinical UFPE, using the techniques of digital thermography and accelerometer. For this was used interview in the workplace, with the questionnaire of occupational health, demographic and structured to characterize specific partner on the perception of ergonomic risks among nurses in surgical clinics of the Hospital of clinical UFPE. We use as a methodology to approach Human Task Machine Systemic (SHTM). The following tools were used: the questionnaire Nordic Standardized for Analysis of Musculoskeletal Symptoms the REBA (Rapid Entire Body Assessment). Digital thermography as an aid in the identification and evaluation of muscle injury, occupational disorders, ischemic areas and joint overload and the digital accelerometer, for the analysis of caloric expenditure, ambulation and heart rate. The results in the survey emphasized the need for improvements in the working conditions of activity of nurses due to stress on the job tasks that require a high consumption of energy and muscular postures by unleashing nociceptive processes. It was proposed recommendations for the prevention of musculoskeletal disorders and maintenance and / or welfare improvements in the work environment.

Coordenação de Aperfeiçoamento de Pessoal de Nível Superior / The management of problems occurred in environments that make use of Information Technology (IT), coupled with the need for a rapid response support teams, makes organizations require systems to manage these incidents. The Service Desk presents itself as a good solution to centralize these records. Concepts based computing context, recommender systems, mobile computing can enhance these applications. Therefore, the aim of this work is to design and implement a system of Service Desk Mobile, called Mobile Service Desk (MSD), which adds context awareness features such as user location, technical experience and temporal context. Moreover, the tool is integrated into a recommendation system, which stores past interactions and suggests as a possible solution for new similar incidents occurring in the managed environment. As contributions of this work, in addition to system design that aims to reduce unnecessary time-shift and optimize the allocation of technical, algorithms were compared for similarity analysis and applied to NBR 9241-11 for usability evaluation of some products Service Desk. / A gerência dos problemas ocorridos em ambientes que fazem uso da Tecnologia da Informação (TI), aliada a necessidade de uma resposta rápida das equipes de suporte, faz com que organizações necessitem de sistemas para gerenciamento desses incidentes. O Service Desk apresenta-se como uma boa solução para centralizar estes registros. Conceitos de computação baseada em contexto, sistemas de recomendação, computação móvel podem incrementar estes aplicativos. Portanto, o objetivo deste trabalho é projetar e implementar um sistema de Service Desk móvel, denominado Mobile Service Desk (MSD), que agrega funcionalidades de sensibilidade ao contexto, tais como localização do usuário, experiência do técnico e contexto temporal. Além disso, está integrado à ferramenta um sistema de recomendação, que armazena interações passadas e as sugere como possível solução para novos incidentes similares ocorridos no ambiente gerenciado. Como contribuições deste trabalho, além do projeto do sistema que visa redução de tempo com deslocamentos desnecessários e otimização do alocamento de técnicos, foram comparados algoritmos para análise de similaridade e aplicado a norma NBR 9241-11 para avaliação de usabilidade de alguns produtos de Service Desk.

Informationsteknologi (IT) är avgörande för organisationer och i samband med att IT har utvecklats har också komplexiteten ökat. Det har resulterat i att organisationer behövt gå från att vara teknikinriktade till att behöva fokusera på leverans av tjänster. För att göra det implementerar organisationer ITSM (Information Technology Service Management) där ITIL (Information Technology Infrastructure Library) är det vanligaste och mest använda ramverket inom ITSM. Enligt tidigare forskning är en av de största utmaningarna med ITSM och ITIL att det är för komplext och generiskt, vilket gör det svårt för små och medelstora företag att använda hela ramverket. Service Operation är den fas inom ITIL som ger mest fördelar i organisationen. De två processer som anses vara de viktigaste inom Service Operation är incident- och problemhanteringsprocessen. Incidenthanteringsprocessen är den första processen som bör implementeras i små och medelstora företag och ligger till grund för att problemhanteringsprocessen ska kunna implementeras. Vidare framkommer det att de nio aktiviteterna som definieras i incidenthanteringsprocessen är för omfattande för mindre företag. Syftet med studien är att bidra till forskning kring hur ett mindre mjukvaruföretag kan utforma sin incidenthanteringsprocess för att kunna identifiera det bakomliggande problemet. Syftet besvarades genom att undersöka vilka utmaningar och framgångsfaktorer det finns med hantering av incidenter och problem. En kvalitativ undersökningsmetod har tillämpats där fyra semistrukturerade intervjuer har genomförts på ett mindre mjukvaruföretag i Sverige. I resultatet av studien identifierades sju framgångsfaktorer och sju utmaningar med hantering av incidenter och problem. Kategorisering, prioritering, eskalering och vikten av att identifiera och hantera det bakomliggande problemet är fyra aspekter som ses både som utmaningar men också som framgångsfaktorer. Vikten av att ha ett ärendehanteringssystem och definierade riktlinjer och felsökningsguider ses också som framgångsfaktorer. Ytterligare utmaningar som identifierats är supportprocesser, loggning och dokumentation av incidenter samt samarbete med externa leverantörer. Resultatet visar också att mindre företag bör prioritera de sex första aktiviteterna i ITIL’s incidenthanteringsprocess för att kunna identifiera det bakomliggande problemet. De tre sista aktiviteterna i processen är viktiga för att lösa själva incidenten och för att processen ska vara fullständig. / Information technology (IT) is crucial for organizations, and as IT has evolved, complexity has also increased. This has resulted in organizations needing to shift from being technology-oriented to focusing on service delivery. To achieve this, organizations implement ITSM (Information Technology Service Management), with ITIL (Information Technology Infrastructure Library) being the most common and widely used framework within ITSM. According to previous research, one of the major challenges with ITSM and ITIL is that they are too complex and generic, making it difficult for small and medium-sized companies to utilize the entire framework. Service Operation is the phase within ITIL that provides the most benefits to an organization. The two processes that are considered to be the most important within Service Operation are the processes of Incident and Problem Management. The Incident Management process is the first process that should be implemented in small and medium-sized companies and serves as the foundation for the implementation of the Problem Management process. Furthermore, it is found that the nine activities defined in the Incident Management process are too extensive for smaller companies. The purpose of this study is to contribute to research on how a small software company can design its Incident Management process to identify the underlying problem. The purpose was addressed by examining the challenges and success factors associated with incident and problem management. A qualitative research method was applied, conducting four semi-structured interviews at a small software company in Sweden. The study identified seven success factors and seven challenges associated with incident and problem management. Categorization, prioritization, escalation, and the importance of identifying and addressing the underlying problem are four aspects that are seen as both challenges and success factors. The significance of having a ticket management system and defined guidelines and troubleshooting guides is also viewed as success factors. Additional challenges identified include support processes, logging, and documentation of incidents, as well as collaboration with external vendors. The results also indicate that smaller companies should prioritize the first six activities in ITIL's Incident Management process to identify the underlying problem. The final three activities in the process are important for resolving the incident itself and for the process to be complete.

TITLE Compensation program for volleyball players OBJECTIVES The aim of this diploma thesis is to evaluate how much will volleyball players improve their sensomotor functions and symmetry of loading with both halves of the body after special program on balance desks. In comparison of other volleyball players, whose program was designed by their coaches. The other aim of this thesis was to find out a degree of a pain on a 0 to 10 pain scale and the feeling of the ankle instability before and after the six weeks intervention program. METHODS The diploma thesis is a comparative study of the two control groups. In each group was 10 players from volleyball team CZU Prague. The practical part is focused on a diagnosis of sensomotor index and also on a diagnosis of an symmetry index of loading on both halves of the body using diagnostical balance desk MFT S3 CHECK. Subsequently a compensation program was compiled, which contains a group fitness exercises on mechanical balance desks MFT-Trim Disk a MFT-Fit Disk. At the end of this practical part the efficiency of this program described above is evaluated in comparison of the fitness program suggested by coaches. RESULTS Both hypothesis were confirmed. The volleyball players who underwent exercises on balance desks have significantly improved in a measured...