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master's thesis
Sustav upravljanja IT uslugama prema normi ISO/IEC 20000
2018. urn:nbn:hr:211:080041
Barbara, Crleni
University of Zagreb
Faculty of Organization and Informatics
Department of Information Systems Development

Cite this document

Barbara, C. (2018). Sustav upravljanja IT uslugama prema normi ISO/IEC 20000 (Master's thesis). Varaždin: University of Zagreb, Faculty of Organization and Informatics. Retrieved from https://urn.nsk.hr/urn:nbn:hr:211:080041

Barbara, Crleni. "Sustav upravljanja IT uslugama prema normi ISO/IEC 20000." Master's thesis, University of Zagreb, Faculty of Organization and Informatics, 2018. https://urn.nsk.hr/urn:nbn:hr:211:080041

Barbara, Crleni. "Sustav upravljanja IT uslugama prema normi ISO/IEC 20000." Master's thesis, University of Zagreb, Faculty of Organization and Informatics, 2018. https://urn.nsk.hr/urn:nbn:hr:211:080041

Barbara, C. (2018). 'Sustav upravljanja IT uslugama prema normi ISO/IEC 20000', Master's thesis, University of Zagreb, Faculty of Organization and Informatics, accessed 21 October 2024, https://urn.nsk.hr/urn:nbn:hr:211:080041

Barbara C. Sustav upravljanja IT uslugama prema normi ISO/IEC 20000 [Master's thesis]. Varaždin: University of Zagreb, Faculty of Organization and Informatics; 2018 [cited 2024 October 21] Available at: https://urn.nsk.hr/urn:nbn:hr:211:080041

C. Barbara, "Sustav upravljanja IT uslugama prema normi ISO/IEC 20000", Master's thesis, University of Zagreb, Faculty of Organization and Informatics, Varaždin, 2018. Available at: https://urn.nsk.hr/urn:nbn:hr:211:080041

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Metadata
TitleSustav upravljanja IT uslugama prema normi ISO/IEC 20000
Title (english)Service management system according to the standard ISO/IEC 20000
AuthorCrleni Barbara
MentorMelita Kozina (mentor)
MBZ: 210815
Committee memberRenata Mekovec
MBZ: 264446
GranterUniversity of Zagreb
Faculty of Organization and Informatics
(Department of Information Systems Development)
Varaždin
Defense date and country2018-09-28, Croatia
Scientific / art field,
discipline and subdiscipline		SOCIAL SCIENCES
Information and Communication Sciences
Organization and Informatics
Abstract
Tema rada podrazumijeva definiranje ključnih čimbenika za organizaciju rada i poslovanja uslužnog IT poduzeća. Definirati će se proces upravljanja IT uslugama te prikazati metode njegovog upravljanja. Prikazati će se ITIL koncept najbolje prakse te njegovo funkcioniranje u upravljanju usluga. Nadalje, istražiti će se primjena ISO/IEC 20000-1 norme u Hrvatskoj.Skupine zahtjeva norme ISO/IEC 20000-1 će se definirati i opisati njihove značajke te će se na temelju njih provesti istraživanje u konkretnom poduzeću. Istraživanje će se provesti na poduzeću koje nije certificirano prema ISO/IEC 20000-1 normi. Točnije, ispitati će se usklađenost poslovanja određenog poduzeće sa zahtjevima norme. Provedeno istraživanje će se analizirati te će se utvrditi smjernice za poboljšanje sustava upravljanja uslugama u odabranom poduzeću.
Keywords
Languagecroatian
URN:NBNurn:nbn:hr:211:080041
Study programmeTitle: Economics of Entrepreneurship
Study programme type: university
Study level: graduate
Academic / professional title: magistar/magistra ekonomike poduzetništva (magistar/magistra ekonomike poduzetništva)
Type of resourceText
File originBorn digital
Access conditionsAccess restricted to students and staff of home institution
Terms of useLicence Attribution-NonCommercial-NoDerivs 3.0 Unported (CC BY-NC-ND 3.0) icon
Created on2019-03-04 11:10:08