PROCESS IMPROVEMENTS IN SERVICE DESK

V nalogi so predstavljene izboljšave v Centru za podporo uporabnikom (CPU) z določitvijo vlog agentov in natančnejšim merjenjem dosežkov agentov. Podlaga izboljšave je ITIL, ki ga sestavlja 5 glavnih delov: strategija storitve (Service Strategy), načrtovanje storitve (Service Design), prehod na nove storitve (Service Transition), izvajanje storitve (Service Operation) in stalno izboljševanje storitve (Continual Service Improvement). V nalogi smo uporabili študijo priporočil ITIL 2 in ITIL 3, modeliranje in merjenje značilnosti procesa ter statistično analizo meritev. Meritve procesov v CPU so bile narejene z orodjem COCOS v letih 2011—2013. Ključni pokazatelji procesa so odstotek zgrešenih klicev, povprečno število odgovorjenih klicev na dan in povprečni čas reševanja zahtevkov. Na podlagi meritev je bila uvedena razdelitev vlog agentov na telefonista in terenskega agenta. Rezultat uvedbe orodja COCOS in organizacijskih sprememb so izboljšave: odstotek zgrešenih klicev se je zmanjšal za 8,21 %, čas reševanja zahtevka se je skrajšal za 80,43 % razmerje med zabeleženimi in odgovorjenimi klici se je povečalo za 4,32 %. Merjenje procesa v CPU omogoča tudi rotacijo vlog, identifikacijo manj učinkovitih agentov in predvsem nadzor v realnem času. Izboljšala se je tudi motiviranost agentov v CPU.The thesis introduces improvements in Service Desk (SD) with the allocation of the roles of agents and more precise measurement of results of agents. Basis for improvements is ITIL which consists of 5 major parts: Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement. In the thesis we used study recommendations of ITIL 2 in ITIL 3, process modelling, measuring of process characteristics and statistical analysis of measurements. The measurements of processes in SD were done by the tool COCOS in years from 2011 to 2013. The key indicators for the process are percentage of missed calls, average number of answered calls per day and average time to resolve requests. On the basis of measurements division of roles of agents into telephone operator and field agent was introduced. The results of implementation of new tool COCOS was: improved percentage of missed calls by 8,21 %, resolving time was reduced by 80,43 %, ratio between answered calls and entered tcikets was improved by 4,32 %. The measurement of process in SD makes it possible to rotate the roles, to identify less effective agents and mostly monitoring in the real time. Motivation of SD agents was also improved