Einführung eines Ticketsystems in Anlehnung an ITIL V3
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Einführung eines Ticketsystems in Anlehnung an ITIL V3

Einführung eines Ticketsystems in Anlehnung an ITIL V3


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About the Book

Diplomarbeit aus dem Jahr 2014 im Fachbereich Informatik - Wirtschaftsinformatik, Note: 2,3, Verwaltungs- und Wirtschaftsakademie Frankfurt (Verwaltungs- und Wirtschaftsakademie Essen gemeinnützige Gesellschaft mbH), Veranstaltung: Studiengang zum Informatik-Betriebswirt (VWA), Sprache: Deutsch, Abstract: In kleinen und mittelständischen Unternehmen wird die Wichtigkeit eines Ticketsystems oft unterschätzt, da deren IT-Abteilungen auf Grund des Tagesgeschäftes derart stark belastet sind. Es bleibt keine Zeit, sich mit der Dokumentation von Projekten und der Einführung eines Ticketsystems zu beschäftigen. Speziell im Anwender- und Projekt-Support ist ein funktionierendes und einfach zu handhabendes Ticketsystem jedoch unerlässlich. Jeder IT-Mitarbeiter, der einige Jahre im Servicebereich - in ITIL spricht man vom Service Desk - in kleinen und mittelständischen Unternehmen tätig war, kann aus Erfahrung bestätigen, dass auf Grund des hohen Arbeitsaufkommens und zahlreicher Projekte im Arbeitsalltag Probleme und Störungen nicht immer zuverlässig und in einem angemessenen Zeitrahmen bearbeitet werden können. Die Anliegen der Anwender häufen sich, es kommt noch der immense Zeitdruck hinzu. Durch akuten Personalmangel in den IT-Abteilungen kommt es häufig vor, dass sich nicht nur das ausgebildete Fachpersonal mit der Behebung von Problemen und Störungen beschäftigt, sondern dass stundenweise Hilfskräfte entweder aus anderen Abteilungen oder von externen Firmen eingesetzt werden. Aber auch der Einsatz von studentischen Aushilfen wird praktiziert, um die IT-Abteilungen kurzfristig zu entlasten. Auf Grund des ungeschulten und wechselnden Personals steigt das Risiko, dass Anfragen nur unzureichend und in schlechter Qualität bearbeitet werden. Ein intuitiv bedienbares Ticketsystem verschafft Kunden und Anwendern hingegen die Möglichkeit, ihr Anliegen schnell und problemlos der IT-Abteilung mitzuteilen. Damit ist sichergestellt, dass die Mitarbeiter dort trotz des Tagesges


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Product Details
  • ISBN-13: 9783656893653
  • Publisher: Grin Publishing
  • Binding: Paperback
  • Language: German
  • Returnable: N
  • Spine Width: 4 mm
  • Weight: 141 gr
  • ISBN-10: 3656893659
  • Publisher Date: 17 Feb 2015
  • Height: 210 mm
  • No of Pages: 60
  • Series Title: English
  • Sub Title: Entscheidungshilfe für kleine und mittelständische Unternehmen
  • Width: 148 mm


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Einführung eines Ticketsystems in Anlehnung an ITIL V3
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