Inovace vybraných informačních technologií servisního střediska malé firmy

Abstract

The goal of this work is to design innovations of service center's information technologies in a small family business. To solve this problem, the principles of process management and ITIL (framework for the design of ITSM processes based on best practices) were applied. The paper analyzed the default state service "IT service for end customers" and the default status of processes that are crucial for the service. In the next step, target state requirements were identified. The following part is an overview of some of the available instruments, of which the author subsequently made a selection based on requirements of management. Another part describes the implementation of the chosen tools from the technical and organizational aspects. Attention is also paid to following measurement and control traffic relevant metrics. The selected problem was solved by implementing cloud computingo tools for collaboration, updating the service software for the network version and the introduction of tools for creating and managing invoices. Upgrading these tools was based on business and operational requirements. Generated solution provides a new approach to the issue of services and processes, and captures their formal steps to adapt to the ISO standards. Finally, there is a rapid increase of visibility and control over the employer's employees, increased convenience of work, improving recovery time and greater convenience for both employees and customers. Presented solutions can serve as an inspiration for future innovations of services, processes and tools.