This diploma thesis deals with the proposal of the Supervisory Center and its subsequent implementation in an environment that supervises the specific activities in the IT environment.

The cost of resolving user requests for IT assistance rises annually. Researchers have demonstrated that data warehouse analytic techniques can improve service, but they have not established the benefit of using global organizational data to reduce reported IT incidents. The purpose of this quantitative, quasi-experimental study was to examine the extent to which IT staff use of organizational knowledge generated from data warehouse analytical measures reduces the number of IT incidents over a 30-day period, as reported by global users of IT within an international pharmaceutical company headquartered in Germany. Organizational learning theory was used to approach the theorized relationship between organizational knowledge and user calls received. Archival data from an internal help desk ticketing system was the source of data, with access provided by the organization under study. The population for this study was all calls logged and linked to application systems registered in a configuration database, and the sample was the top 14 application systems with the highest call volume that were under the control of infrastructure management. Based on an analysis of the data using a split-plot ANOVA (SPANOVA) of Time 1, Time 2, treatment, and nontreatment data, there was a small reduction in calls in the number of reported IT incidents in the treatment group, though the reduction was not statistically significant. Implications for positive social change include reassigning employees to other tasks, rather than continuing efforts in this area, enabling employees to support alternative initiatives to drive the development of innovative therapies benefiting patients and improving employee satisfaction.

The main goal of this thesis is to develop a new help-desk ticket management system for the Etnetera Company. The chosen platform is Java. A secondary objective is to test a suitability of using a rule engine system for this type of applications. The first part of the thesis contains a theoretical introduction to business rule systems, which is followed by a part evaluating and presenting in a detail three such systems. The chosen system used for the implementation is JBoss Drools. A project environment, description of the current situation and reasons for the development of the new system are listed in the next part. The following chapter deals with the analysis of the requirements and the next-to-last chapter describes the design and implementation of the new system. The last chapter contains documentation. The main benefit of the work is a newly developed system that optimally supports the process of processing a request and other related processes at the Etnetera Company, thereby reducing the amount of unnecessary administrative work. Another benefit is a practical demonstration and deployment of business rule system for developing similar applications.

La Mesa de Ayuda provee a los usuarios y clientes un único punto de contacto para todas las solicitudes e incidencias que puedan necesitar. Es como un representante de los servicios de TI en una organización y se considera un punto clave dentro de las mejores prácticas sobre la gestión de los servicios de TI(ITSM). Si hablamos de la gestión de servicios de TI, muchas personas lo relacionarán con ITIL (Information Technology Infrastructure Library). ITIL ofrece un conjunto de buenas prácticas para gestionar los servicios de TI y este es el marco de referencia más aceptado en todo el mundo. Sin embargo, existen empresas que aún no adoptan este tipo de metodologías, como es el caso de la organización en este estudio. Debido a que este consorcio administra uno de los principales aeropuertos de Sudamérica, tienen la necesidad mejorar sus procesos y ser eficientes en su gestión. El presente trabajo de investigación tiene como propósito diseñar una mesa de ayuda que pueda solucionar los problemas que actualmente tiene el servicio de TI. Asimismo, se evaluará y recomendará la mejor alternativa de solución que se adapte mejor a sus necesidades y recursos. Como último punto, se brindará los parámetros que deberán considerar para su implementación. / The Help Desk provides users and clients with a single point of contact for all requests and incidents they may need. It is like a representative of IT services in an organization and is considered a key point within the best practices on IT service management (ITSM). If we talk about IT service management, many people will relate it to ITIL (Information Technology Infrastructure Library). ITIL offers a set of good practices for managing IT services and this is the most widely accepted framework of reference worldwide. However, there are companies that still do not adopt this type of methodologies, as is the case of the organization in this study. Because this consortium manages one of the main airports in South America, they need to improve their processes and be efficient in their management. The present research work aims to design a help desk that can solve the problems that your IT service currently has. Likewise, the best alternative solution that best suits your needs and resources will be evaluated and recommended. As a last point, the parameters to be considered for its implementation will be provided. / Trabajo de investigación

Magistriniame darbe nagrinėjamas pakartotinis informacijos ir žinių panaudojimas IT pagalbos tarnybose. Trumpai apžvelgti svarbiausi tokio tipo organizacijų veiklos principai, kurie standartizuojami taikant ITIL metodologiją. Darbo tikslas – sukurti IT trikčių registravimo sistemą, kuri panaudodama sukauptą informaciją apie praeityje įvykusias IT triktis spręstų dabartines problemas. Siekiant šio tikslo pasirinkta taikyti neraiškiąją logiką ir atveju paremtą samprotavimą. Darbe pateikiama neraiškiosios logikos ir atveju paremto samprotavimo teorinė apžvalga ir praktinės pritaikymo galimybės, apžvelgiamos intelektualios IT trikčių registravimo sistemos. Atlikus tyrimą ir įvertinus anksčiau sukurtas intelektualias IT trikčių registravimo sistemas, formuojamas naujosios modelis. Nauja sistema, pritaikiusi atveju paremtą samprotavimą ir neraiškiąją logiką, pateikia galimus IT trikčių sprendimus jos naudotojui, tai yra IT pagalbos tarnybos darbuotojui. Sistema yra nepriklausoma nuo kalbos, nes atskirų atvejų paieška vykdoma taikant neraiškiąją logiką. Darbą sudaro 4 dalys: įvadas, IT organizacijos pagal ITIL samprata, teorinė neraiškiosios logikos ir atveju paremto samprotavimo apžvalga, praktinis neraiškiosios logikos pritaikymas IT trikčių registravime bei išvados ir siūlymai, literatūros sąrašas. Darbo apimtis – 75 p. teksto be priedų, 26 iliustr., 5 lent., 60 bibliografiniai šaltiniai. Atskirai pridedami darbo priedai. / The final Master thesis analyses the reuse of information and knowledge in IT helpdesk organizations. Briefly are discussed most important activities of such companies, that are standardized according ITIL. The main goal of the Master thesis is development of IT help-desk ticketing tool, which would reuse past information and knowledge in order to resolve current problems. Adaptation of fuzzy logic and case based reasoning is chosen to accomplish this goal. The second part of work contains theoretical information about fuzzy logic and cased based reasoning, practical application of these sciences; also discusses intelligent IT help-desk incident ticketing systems. After the research of scientific articles about intelligent IT help-desk systems and application of fuzzy logic and case based reasoning, the new model of IT trouble tickets system is created. The new system suggests possible solutions of an IT incident. The solution is found among previous incidents using fuzzy logic. Volume of the thesis – 75 p. of text without appendices, 26 figures, 5 tables, 60 bibliographic sources.

Thesis (PhD) -- Macquarie University, Division of Information and Communication Sciences, Department of Computing, 2007. / "Submitted January 27 2007, revised July 27 2007". / Bibliography: p. 281-304. / Mode of access: World Wide Web. / xiv, 487 p., bound ill. (some col.)

Main focus of this thesis is creating workaround for ITIL processes in service desk systems. As a objective with highest priority was to choose service desk systems, then create interface which can make possible communication between service boards and selected processes. I described also in generally meaning ITIL library, common service desk functions and important ITIL processes. Management of incidents, problems, changes and configurations is based on a set of processes, which are able to manipulate with interface. Web services are main tool of implemented API for working with these processes. In conclusion are also presented several scenarios to demonstrate communication between clients and service across the board created interface.