| Abstract [eng] |
The research area of this master’s work is problems of information processing and work control in the limited liability company “Kauno energija” and their resolution approaches. The aim of this work is to find the best approach, create appropriate software to resolve these problems and to fulfill users needs.In the first part I reviewed IT service management standards, maturity and I analyzed “Kauno energija” IT support department’s structure and work aims. The second part is about analysis of IT service management methodology and how it can be used in optimizing the company’s service support, service desk. ITIL was chosen as the best solution for IT service support. In the third part I used the results of detailed analysis to create optimal service desk system for the chosen company. I used Microsoft SharePoint platform which has already been installed and available on company’s internal network. In the last part I performed testing in order to locate any system problems and eliminate them. |
