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Access restricted to students and staff of home institution
master's thesis
9
2
IT Customer Relationship Management using ITIL standard
Ines Makšan (2011)
University of Zagreb
Faculty of Organization and Informatics Varaždin
Department of Information Systems Development
Cite this item:
https://urn.nsk.hr/urn:nbn:hr:211:151950
Metadata
Title
Upravljanje odnosima s korisnicima u IT organizaciji prema ITIL standardu
Author
Ines Makšan
Mentor(s)
Melita Kozina
(thesis advisor)
Abstract
Uloga ITIL standarda u upravljanju odnosima s korisnicima u IT organizaciji (teorija i praksa). Usporedba ITIL standarda i norme ISO 9000 vezano uz područje upravljanja odnosima s korisnicima. Usporedba ITIL standarda i metode IT BSC vezano uz područje upravljanja odnosima s korisnicima. Usporedba ITIL standarda i COBIT metodike vezano uz područje upravljanja odnosima s korisnicima.
Parallel title (English)
IT Customer Relationship Management using ITIL standard
Committee Members
Zdravko Krakar
Granter
University of Zagreb
Faculty of Organization and Informatics Varaždin
Lower level organizational units
Department of Information Systems Development
Place
Varaždin
State
Croatia
Scientific field, discipline, subdiscipline
SOCIAL SCIENCES
Information and Communication Sciences
Organization and Informatics
Study programme type
university
Study level
graduate
Study programme
Database and Knowledge Base Studies
Academic title abbreviation
mag.inf.
Genre
master's thesis
Language
Croatian
Defense date
2011-10-03
Parallel keywords (Croatian)
potpora korisnicima u osiguranju it servisa
strateško planiranje i dizajn it servisa
upravljanje odnosima s korisnicima u it organizaciji
Resource type
text
Access condition
Access restricted to students and staff of home institution
Terms of use
URN:NBN
https://urn.nsk.hr/urn:nbn:hr:211:151950
Committer
Marinko Kokotec