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The Global ETD Search service is a free service for researchers
to find electronic theses and dissertations. This service is
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Networked Digital Library of Theses and Dissertations.
Our metadata is collected from universities around the world. If you manage a university/consortium/country archive and want to be added, details can be found on the NDLTD website.
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Showing 1 to 9 of 9 (0.045 seconds)Spelling suggestions: "subject:"ervice 8upport"" "subject:"ervice 6upport""
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Návrh, implementace a správa firemních VoIP sítí / Design, implementation and support of VoIP networksMontško, Marián January 2008 (has links)
Tato diplomová práce se zabývá návrhem, implementací a správou datové a VoIP sítě. První část práce pojednává o teoretických poznatcích, které se dělí na dvě oblasti: ITIL (IT Infrastructure Library) a VoIP (Voice over IP). Druhou částí práce je praktický příklad, kde postupně řeším návrh, implementaci a správu služeb dle ITIL v nástroji OTRS.
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Spänningsfältet mellan organisation och profession : En kvalitativ studie om socialarbetarens uppfattningar av sitt arbete med våldsutsatta kvinnor med missbruk / The tension between profession and organization : A qualitative study of how social workers experience their work with women who suffer from domestic violence and abuse substances such as drugs or alcoholDana Maria, Otel, Martina, Steen January 2016 (has links)
Previous researches show that women with substance abuse are more likely to be exposed to domestic violence and that they are having a hard time to get help and support from Social Services. Our study aims to understand how social workers experience both their professional role and organisation when working with women who suffers from domestic violence and abuse ubstances such as drugs and alcohol. This study is qualitative and was done with semi-structed interviews with eight professionals who work in various Social Services in the south of Sweden. The results show that among other things the organization’s economy together with lack of protective houses plays a big part in the professional’s work with these women. We also found that the structure of the Social Services’s organization and the way the professional relate to his work affect these women’s needs av help and support.
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Resigned robots and aspiring artisans : a conceptualisation of the IT service support workerTrusson, Clive January 2013 (has links)
In the last two decades the IT service support worker has emerged to be a worker-type of considerable socio-economic importance. Such workers are symbolic of the trends towards the importance of information/knowledge and information technology within modern economic/political systems. Such systems, heavily influenced by governmental bodies and business organisations, have aggrandised the use of rationalising customer-centric management techniques. And yet such symbolic workers are largely hidden and unacknowledged as a specific type of worker in the business literature. This thesis represents an attempt to conceptualise the IT service support worker as a worker-type, inducing a conceptual model that identifies three aspects to the worker: information systems worker; knowledge worker and service worker and considers them from each of these perspectives. This qualitative research draws on a rich mix of observational and interview data collected across five UK organisations to produce a narrative that suggests that, for different IT service support workers, those different aspects tend to be variably emphasised within their team roles. The study additionally offers a theoretical conclusion that IT service support workers might reasonably be divided into different classes depending upon not only the design of their team role but also their individual career orientations and the nature of the knowledge they actually use in their work. Four such classes are identified as being of particular significance and these are evocatively named: Resigned Robots ; Constrained Careerists ; Establishment Experts and Aspiring Artisans . Whilst being outside of the scope of this study, it is suggested that this novel typology might also be useful for classifying other worker groupings. The study is intended to be useful for the enhancement of IT service management practice and makes several contributions in this regard. These include the need for managers to recognise the importance of experientially-acquired knowledge for efficiency in IT service support work and a suggestion that managers might tailor HRM practices for different classes of worker.
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Проектирование информационно-сервисной поддержки работы колл-центра : магистерская диссертация / Designing information and service support for the work of the call centerГолодов, М. А., Golodov, M. A. January 2022 (has links)
В рамках данной работы изучены особенности использования систем поддержки взаимодействия с клиентами в работе колл-центра. Рассмотрены возможности архитектурного подхода в разработке модели информационно-сервисной поддержки. Осуществлен анализ тенденций использования CRM-систем в колл-центрах. Осуществлена оценка результативности использования информационно-сервисной поддержки работы колл-центра. Построена полная модель архитектуры ООО «Нейтив Фарм». На основе процессного подхода детально рассмотрены все фазы проекта по информатизации колл-центра. Разработана и реализована имитационная модель управления проектом разработки и внедрения проекта информационно-сервисной поддержки работы колл-центра на основе различных сценарием. Осуществлена оценка эффективности внедрения новой CRM-системы в деятельность колл-центра. / Within the framework of this work, the features of using customer interaction support systems in the work of a call center were studied. The possibilities of the architectural approach in the development of the model of information and service support are considered. An analysis of trends in the use of CRM-systems in call centers was carried out. An assessment of the effectiveness of the use of information and service support for the work of the call center was carried out. A complete model of the architecture of Native Pharm LLC was built. Based on the process approach, all phases of the call center informatization project are considered in detail. A simulation model for project management for the development and implementation of a call center information and service support project based on various scenarios has been developed and implemented. An assessment was made of the effectiveness of introducing a new CRM system into the activities of the call center.
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教育單位導入ITIL之分析與評估－以T學校為例 / The Analysis and Evaluation of Implementing ITIL for Education Institute - A Case Study of T shcool黃世榮 Unknown Date (has links)
「企業電子化」在網路企業時代中成了提高核心競爭力的主要關鍵。學校在全球化浪潮及少子化的衝擊下，也正處於日益競爭的教育市場中。而長久以來，一直存在IT服務品質不佳的問題， 1980年代晚期英國政府因此開發出一套全面性服務管理標準，ITIL。
曾有學者指出，大學生對學校經驗不滿意者共占51.4%，而其中一項「校園資訊服務」滿意度倒數第三。綜觀資訊服務管理的演進與校園e化的發展，本研究想了解使用者注重的服務有哪些，最需先改善哪些項目。
透過單一個案研究法，對個案學校進行資料蒐集，從分析資料中可以發現，資訊服務的提供者與使用者在滿意度上存在相當程度的落差。最後視資訊服務提供者現況並參考ITIL機制，給予資訊服務改善的建議，並適度調整服務等級，以逐步建立資訊服務整體規劃。
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Service-Support Systems Engineering - Ein fallstudienbasierter Ansatz zur Gestaltung dienstleistungsunterstützender InformationssystemeÖzcan, Deniz 20 July 2016 (has links)
Das Wachstum wissensintensiver Branchen hat zur Folge, dass eine auf die Bedürfnisse abgestimmte Unterstützung der Geschäftsprozesse unerlässlich ist, um im Wettbewerb bestehen zu können. Der technologische Fortschritt und die zunehmende Digitalisierung eröffnen gegenwärtig Wachstumspotenziale, die es mittels entsprechender informationstechnologischer Unterstützung zu realisieren gilt. So haben mobile Technologien in der betrieblichen Systemlandschaft Einzug gehalten, wo sie u.a. verstärkt in der Dienstleistungsbranche eingesetzt werden, um als dienstleistungsunterstützendes Informationssystem (Service-Support System) eine optimierte Bereitstellung von Services an variablen Standorten zu ermöglichen. Zuzuordnen im Forschungsfeld der hybriden Wertschöpfung liegt die Zielsetzung der Dissertation in der systematischen Untersuchung von mobilen dienstleistungsunterstützenden Informationssystemen und den damit verbundenen Gestaltungsanforderungen und -methoden, die das Design und die Implementierung eines Service-Support Systems unterstützen. Im Ergebnis umfasst diese Dissertation acht wissenschaftliche Erst- und Koautorenschaften der Verfasserin, die den Forschungsparadigmen der Wirtschaftsinformatik folgen. Es wurde Gestaltungswissen erarbeitet, welches für die Systementwicklung handlungsrelevant ist. Dabei liegt die fallstudienbasierte Forschungsarbeit der anwendungsorientierten Wissenschaft zugrunde und behandelt die Problemstellung am Beispiel des Maschinen- und Anlagenbaus.
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Wearable Systems Engineering - Anforderungsanalyse, Modellierung und Implementierung Datenbrillen-basierter InformationssystemeMetzger, Dirk Walther 13 September 2017 (has links)
Im Rahmen der Dissertation wurde Gestaltungswissen für Datenbrillen-basierte Informationssysteme erarbeitet. Dazu wurde primär dem gestaltungsorientierten Forschungsparadigma, welches von besonderer Relevanz für die konstruktionsorientierte deutsche Wirtschaftsinformatik ist, gefolgt. Die beiden Technologien Smart Glasses sowie Virtual Reality-Brillen wurden zur Untersuchung herangezogen und diverse Artefakte konstruiert, um vier Forschungsfragen beantworten zu können. Eine Sonderstellung nehmen die drei vorgestellten Implementierungen von Informationssystemen zur Aufnahme von Prozessen, der prozessorientierten Unterstützung von Technikern vor Ort und der Aus- und Weiterbildung von Technikern in virtuellen Lernszenarien ein.
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Augmenting Collective Expert Networks to Improve Service Level ComplianceMoharreri, Kayhan January 2017 (has links)
No description available.
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Low Intensity Conflict: Contemporary Approaches and Strategic ThinkingSearle, Deane January 2007 (has links)
Low Intensity Conflict (LIC) is a significant feature of the contemporary world and it is a particular challenge to the armed forces of many states which are involved is such conflict, or are likely to become so. This thesis is not concerned with how such difficult conflict situations arise. Rather it is concerned with how, from the point of view of the state, they may be contained and ultimately brought to a satisfactory resolution. The work is thus concerned with the practicalities of ending LIC. More specifically, the purpose of this research is to establish a framework of doctrinal and military principles applicable to the prevention and resolution of LIC. The principles of this thesis are based in numerous historical examples of LIC and six in depth case studies. These distilled principles are analysed in two central chapters, and are then applied in two latter defence force chapters so as to ensure there practicality and resilience. Numerous defence academics and military practitioners have been consulted in the production of this thesis; their contribution has further reinforced the functionality of the principles examined in this research. The research illustrates the criticality of a holistic approach to LIC. The function of this approach is to guarantee the stability of the sovereign state, by unifying civil, police, intelligence and military services. The effectiveness of the military elements must also be ensured, as military force is central to the suppression of LIC. Consequently, the research makes strategic and operational prescriptions, so as to improve the capability of defence forces that are concerned with preventing or resolving LIC.
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