This diploma work concentrates on metrics for providers of IT support. Its origins are in a project for DHL IT Services. This company has recently moved centre of support for IT services serving to logistic giant DHL in EMEA region to Prague. The goal of the project was to find suitable metrics for measuring support requirements of IT services and productivity of people who provide the support. The objective of this paper is to introduce reasons for creation, principles, benefits, risks and experience from pilot implementation newly developed metric Support Point Analysis (SPA). To meet all objectives, the diploma was split into three integral parts. In the first part there are briefly summed general theoretical theses about metrics in IT, in the second part all aspects of the metrics Support Point Analysis were described in detail. In the last part there is analysis of possible areas of using SPA. There is also experience from pilot implementation in DHL IT Services write down in the last part. The main benefit of this paper consists in evaluation of SPA results and analysis of its strengths and weaknesses. Besides there are suggestions of possible ways of SPA further development.
| Identifer | oai:union.ndltd.org:nusl.cz/oai:invenio.nusl.cz:10479 |
| Date | January 2007 |
| Creators | Smrček, Martin |
| Contributors | Novotný, Ota, Streit, Karel |
| 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 |
Page generated in 0.0019 seconds