In English

Transition towards automated IT systems; a study

An automated solution that fits any organization delivering a customer service

Mazyar Salh
Göteborg : Chalmers tekniska högskola, 2010. 39 s.
[Examensarbete på avancerad nivå]

This is a study in transition to automated IT systems for a service oriented organization. Organizations’ object is to produce value, people within those organizations’ needs to be more efficient in their way of work if the organization want to produce more value. This is a study in how a service oriented organization could become more efficient by using IT systems and guidelines from ITIL. ITIL is a library full of guidelines of how to design and implement excellent IT services. The value is in that if a random department providing some kind of service, such as human resources or customer service, could be more efficient by automated IT systems, then an entire organization could become more efficient and produce more value. In this case a customer service department in a major organization was the subject of transition towards more automated systems. This required the company to define how the department works, and desired to work in order to create workflows. A workflow is built out of processes and when executed, performs the tasks normally done by a staff member. When this system is implemented a set of quality tools from quality engineering such as the PDCA cycle is used in order to make the automated processes further useful. A study like this could be used as a tutorial for small and larger organization that desires to apply automation and continuous improvement in their every day work.



Publikationen registrerades 2011-04-11. Den ändrades senast 2013-04-04

CPL ID: 138930

Detta är en tjänst från Chalmers bibliotek