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undergraduate thesis
UPRAVLJANJE INFORMACIJSKIM USLUGAMA
2020. urn:nbn:hr:143:438736
Sovulj, Ivana-Aneta
Polytechnic of Sibenik
Management

Cite this document

Sovulj, I. A. (2020). UPRAVLJANJE INFORMACIJSKIM USLUGAMA (Undergraduate thesis). Šibenik: Polytechnic of Sibenik. Retrieved from https://urn.nsk.hr/urn:nbn:hr:143:438736

Sovulj, Ivana Aneta. "UPRAVLJANJE INFORMACIJSKIM USLUGAMA." Undergraduate thesis, Polytechnic of Sibenik, 2020. https://urn.nsk.hr/urn:nbn:hr:143:438736

Sovulj, Ivana Aneta. "UPRAVLJANJE INFORMACIJSKIM USLUGAMA." Undergraduate thesis, Polytechnic of Sibenik, 2020. https://urn.nsk.hr/urn:nbn:hr:143:438736

Sovulj, I. A. (2020). 'UPRAVLJANJE INFORMACIJSKIM USLUGAMA', Undergraduate thesis, Polytechnic of Sibenik, accessed 08 June 2023, https://urn.nsk.hr/urn:nbn:hr:143:438736

Sovulj IA. UPRAVLJANJE INFORMACIJSKIM USLUGAMA [Undergraduate thesis]. Šibenik: Polytechnic of Sibenik; 2020 [cited 2023 June 08] Available at: https://urn.nsk.hr/urn:nbn:hr:143:438736

I. A. Sovulj, "UPRAVLJANJE INFORMACIJSKIM USLUGAMA", Undergraduate thesis, Polytechnic of Sibenik, Šibenik, 2020. Available at: https://urn.nsk.hr/urn:nbn:hr:143:438736

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Metadata
TitleUPRAVLJANJE INFORMACIJSKIM USLUGAMA
Title (english)INFORMATION TECHNOLOGY SERVICE MANAGEMENT
AuthorIvana-Aneta Sovulj
MentorIvan Livaja (mentor)
Committee memberŽelimir Mikulić (predsjednik povjerenstva)
Committee memberMilan Hrga (član povjerenstva)
Committee memberIvan Livaja (član povjerenstva)
GranterPolytechnic of Sibenik
(Management)
Šibenik
Defense date and country2020-09-24, Croatia
Scientific / art field,
discipline and subdiscipline		SOCIAL SCIENCES
Information and Communication Sciences
Abstract
ITSM (Upravljanje informacijskim uslugama) su aktivnosti koje organizacija provodi radi dizajniranja, planiranja, isporuke, rada i kontrole usluga informacijske tehnologije (IT) koje se nude kupcima. ITSM procesi u praksi se bave upravljanjem incidentima,rukovanjem zahtjevima za usluge, upravljanjem problemima,promjenama i znanjem te upravljanjem IT imovinom. ITIL(Information Technology Infrastructure Library) je najbolji međunarodni okvir za upravljanje informacijskim uslugama, djeli se na pet osnovnih slojeva(strategija usluga , dizajn usluga , tranzicija usluga, korištenje usluga i kontinuirano poboljšanje usluga) i usredotočen je na kontinuirano mjerenje kvalitete IT usluga sa strane pruţatelja usluga i klijenta. Mnoge organizacije implementiraju jedan ili više okivra najbolje prakse. (
Abstract (english)
ITSM (Information Services Management) are activities that an organization conducts to design, plan, deliver, operate, and control information technology (IT) services offered to customers. ITSM processes in practice deal with incident management, handling service requests, problem management, change and knowledge, IT asset management. ITIL (Information Technology Infrastructure Library) is the best international framework for information services management, is divided into five basic layers (service strategy, service design, service transition, service use and continuous service improvement) and focuses on continuous measurement of IT services by service provider and client. Many organizations implement one or more best practice frameworks.
Keywords
Languagecroatian
URN:NBNurn:nbn:hr:143:438736
Study programmeTitle: Management; specializations in: Tourism Management, Information Management
Course: Information Management
Study programme type: professional
Study level: undergraduate
Academic / professional title: stručni/a prvostupnik/prvostupnica (baccalaureus/baccalaurea) ekonomije (stručni/a prvostupnik/prvostupnica (baccalaureus/baccalaurea) ekonomije)
Type of resourceText
File originBorn digital
Access conditionsAccess restricted to students and staff of home institution
Terms of useLicence In copyright icon
Created on2020-09-25 07:18:38