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.

The aim of this thesis was to perform a research of the combined process and project model of IT management and its support tools in chosen company and to design or suggest possible improvement

This diploma‘s thesis deals with the analysis and definition of the requirements for the implementation of a suitable communication and information web portal for OR-NEXT spol. s r.o., an IT business. The company focuses on the implementation of information systems (QI and Lawson M3), system integration in general and with providing post-implementation services. The portal will improve communication with customers and both simplify and speed up business processes on the management of customer portfolios and customer requirements.

The thesis deals with the development of the web-based Helpdesk application which ensures and supports the communication with Internet users. The first section of the thesis contains a brief description of the individual means and tools used by the developer. The practical part describes the design and development of the individual layers of the web-based application concerned. The latter section also mentions the development and usage of the required synchronization and code generation tools.

This diploma thesis deals with information systems evaluation from user and producer aspects. The theoretical part presents current trends and actual ways of using, including practical application used in real firms. The practical part is focused on proposals and changes for concrete producer of information system.

<p>I denna uppsats presenteras teknik för att automatiskt besvara frågor skrivna i naturligt språk, givet att man har tillgång till en samling tidigare ställda frågor och deras respektive svar.</p><p>Jag bygger ett prototypsystem som utgår från en databas med epost-konversationer från HP Help Desk. Systemet kombinerar Latent Semantisk Analys med en täthetsbaserad klustringsalgoritm och en enkel klassificeringsalgoritm för att identifiera frekventa svar och besvara nya frågor.</p><p>De automatgenererade svaren utvärderas automatiskt och resultaten jämförs med de som tidigare presenterats för samma datamängd. Inverkan av olika parametrar studeras också i detalj.</p><p>Studien visar att detta tillvägagångssätt ger goda resultat, utan att man behöver utföra någon som helst lingvistisk förbearbetning.</p>

I denna uppsats presenteras teknik för att automatiskt besvara frågor skrivna i naturligt språk, givet att man har tillgång till en samling tidigare ställda frågor och deras respektive svar. Jag bygger ett prototypsystem som utgår från en databas med epost-konversationer från HP Help Desk. Systemet kombinerar Latent Semantisk Analys med en täthetsbaserad klustringsalgoritm och en enkel klassificeringsalgoritm för att identifiera frekventa svar och besvara nya frågor. De automatgenererade svaren utvärderas automatiskt och resultaten jämförs med de som tidigare presenterats för samma datamängd. Inverkan av olika parametrar studeras också i detalj. Studien visar att detta tillvägagångssätt ger goda resultat, utan att man behöver utföra någon som helst lingvistisk förbearbetning.

The diploma thesis is focused on the creation of a helpdesk design for ESKO software. This ESKO software was developed by ISIT Slovakia s.r.o. The helpdesk will be represented by several software. Some are used to create diagrams and represent workflows, others for graphic editing. The helpdesk will be created based on the current needs of the company and then delivered to it as the final product. The main goal is to extend the functionality of an existing website and add to this website and the proposed helpdesk. The bonus will be a query library, which should work on the principle of an SQL database.

Issues of the project management with the possibility of artificial intelligence in information management has been solved in this thesis. The solution of this problem has been made on the basis of the publications listed in the information resources that produce description of initial conditions for the theoretical part of this thesis. The model of the company‘s project management with a selection of artificial intelligence methods in designing the HelpDesk for the company has been created on analysis of information management business basis.

This thesis aims to increase the quality of telephone operators work and messenger network of the Mediaservis company, which competes to Czech Post and provides customer service outsourcing. The theoretical part of thesis is aimed to work motivation, wage-payment systems and employee benefits. The theory is applied in the second part of thesis, which brings suggestions to improve actual motivation system. Solutions are based on company and employee research.