Service desk – systém rešení požadavků

Abstract

This project will describe the basic information about the company Tieto. In particular, work in Department of Service Desk Specialist position System of Service Desk for internal customer Tieto. The Description of individual tools that are necessary to perform this work. The aim of this work is to analyze the functioning of processes from the perspective of Service Desk in support of end-users, including cooperation with higher levels and pointing out the risks, threats and bottlenecks with a focus on fast, efficient and effective solutions to requirements in terms of both end-user and the provider of that aid. System requirements solution requires compliance with the principles of Incident a Problem Management, defined in ITIL.