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undergraduate thesis
Implementacija ITSM alata (softver za upravljanje IT uslugama)
Stručni završni rad
2023. urn:nbn:hr:129:253887
Porobija, Denis
The University of Applied Sciences Baltazar Zaprešić
Chair of Information and Communication Sciences

Cite this document

Porobija, D. (2023). Implementacija ITSM alata (softver za upravljanje IT uslugama) : Stručni završni rad (Undergraduate thesis). Zaprešić: The University of Applied Sciences Baltazar Zaprešić. Retrieved from https://urn.nsk.hr/urn:nbn:hr:129:253887

Porobija, Denis. "Implementacija ITSM alata (softver za upravljanje IT uslugama) : Stručni završni rad." Undergraduate thesis, The University of Applied Sciences Baltazar Zaprešić, 2023. https://urn.nsk.hr/urn:nbn:hr:129:253887

Porobija, Denis. "Implementacija ITSM alata (softver za upravljanje IT uslugama) : Stručni završni rad." Undergraduate thesis, The University of Applied Sciences Baltazar Zaprešić, 2023. https://urn.nsk.hr/urn:nbn:hr:129:253887

Porobija, D. (2023). 'Implementacija ITSM alata (softver za upravljanje IT uslugama) : Stručni završni rad', Undergraduate thesis, The University of Applied Sciences Baltazar Zaprešić, accessed 19 April 2024, https://urn.nsk.hr/urn:nbn:hr:129:253887

Porobija D. Implementacija ITSM alata (softver za upravljanje IT uslugama) : Stručni završni rad [Undergraduate thesis]. Zaprešić: The University of Applied Sciences Baltazar Zaprešić; 2023 [cited 2024 April 19] Available at: https://urn.nsk.hr/urn:nbn:hr:129:253887

D. Porobija, "Implementacija ITSM alata (softver za upravljanje IT uslugama) : Stručni završni rad", Undergraduate thesis, The University of Applied Sciences Baltazar Zaprešić, Zaprešić, 2023. Available at: https://urn.nsk.hr/urn:nbn:hr:129:253887

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Metadata
TitleImplementacija ITSM alata (softver za upravljanje IT uslugama) : Stručni završni rad
Title (english)Implementation of ITSM tools (IT service management software) in the state administration systems on the example of the Tax administration
AuthorDenis Porobija
MentorVladimir Šimović (mentor)
Committee memberAlisa Bilal Zorić (predsjednik povjerenstva)
Committee memberKrešimir Jurina (član povjerenstva)
GranterThe University of Applied Sciences Baltazar Zaprešić
(Chair of Information and Communication Sciences )
Zaprešić
Defense date and country2023-10-31, Croatia
Scientific / art field,
discipline and subdiscipline		SOCIAL SCIENCES
Information and Communication Sciences
Information Systems and Information Science
Abstract
Predmet kojim se bavi ovaj rad je uvođenje jedinstvenog sustava za upravljanja IT resursima i uslugama u institucijama državnih uprava na primjeru Porezne uprave. Prema Strategiji razvoja Informacijskog sustava Porezne uprave ukazala se potreba za kvalitetnim unapređenjem upravljanja IT resursima i uslugama te je Porezna uprava uspostavila i razvila informacijski sustav za upravljanje incidentima i korisničkim zahtjevima te zahtjevima za promjenama. Projekt implementacije započet 2018. godine. Podijeljen je u tri faze, svakom fazom je implementirana jedna vrsta zahtjeva. Implementacijom cjelokupnog programskog rješenja uspostavljeno je funkcioniranje softvera za upravljanje IT uslugama Porezne uprave, te ostvarena sustavna standardizirana informatička podrška, praćenje i nadzor incidenata, korisničkih zahtjeva, problema i promjena vezanih za informacijsko-komunikacijsku infrastrukturu te provedbu ITIL standarda.
Abstract (english)
The subject of this work is the introduction of a unique system for managing IT resources and services in state administration institutions on the example of the Tax Administration. According to the Information System Development Strategy of the Tax Administration, there was a need for quality improvement in the management of IT resources and services, and the Tax Administration established and developed an information system for managing incidents and user requests and requests for changes. Implementation project started in 2018. It was divided into three phases, each phase implemented one type of request. The implementation of the entire program solution established the functioning of the software for managing the IT services of the Tax Administration, and achieved systematic standardized IT support, monitoring and supervision of incidents, user requests, problems and changes related to IT - communication infrastructure and implementation of ITIL standards.
Keywords
Keywords (english)
Languagecroatian
URN:NBNurn:nbn:hr:129:253887
Study programmeTitle: Business Economy - Undergraduate Professional Study; specializations in: Menadžment uredskog poslovanja
Course: Menadžment uredskog poslovanja
Study programme type: professional
Study level: undergraduate
Academic / professional title: stručni provstupnik / stručna prvostupnica menadžmenta uredskog poslovanja (stručni provstupnik / stručna prvostupnica menadžmenta uredskog poslovanja)
Type of resourceText
File originBorn digital
Access conditionsAccess restricted to students and staff of home institution
Terms of useLicence In copyright icon
Created on2023-11-21 08:58:32