The objective of this master thesis is to optimize a number of service desk operators in Atos IT Solutions and Services s.r.o. The thesis introduces a general and ITIL methodology definition of the service desk. The practical analysis section covers data mining in order to carry out an analysis and propose measures leading to optimal utilization of service desk employees. The method applied in the thesis allows a creation of service desk services demand predictions for any given period of time.
| Identifer | oai:union.ndltd.org:nusl.cz/oai:invenio.nusl.cz:150096 |
| Date | January 2012 |
| Creators | Gregor, Petr |
| Contributors | Novotný, Ota, Maryška, Miloš |
| Publisher | Vysoká škola ekonomická v Praze |
| Source Sets | Czech ETDs |
| Language | Czech |
| Detected Language | English |
| Type | info:eu-repo/semantics/masterThesis |
| Rights | info:eu-repo/semantics/restrictedAccess |
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