Analiza karakteristika informatičko-poslovnog koncepta SIAM

master's thesis

• Title (english): Analysis of the Characteristics of the IT-Business Concept SIAM
• Author: Dora Novak
• Mentor: Ivan Strugar (mentor)
• Committee member: Katarina Ćurko (predsjednik povjerenstva)
• Committee member: Božidar Jaković (član povjerenstva)
• Granter: University of Zagreb; Faculty of Economics and Business; (Department of Informatics); Zagreb
• Defense date and country: 2021-09-22, Croatia
• Scientific / art field, discipline and subdiscipline: SOCIAL SCIENCES; Economics; Business Informatics

Abstract

Ovaj diplomski rad fokusira se na analizu određenih karakteristika informatičko-poslovnog koncepta Integracija i upravljanje uslugama, poznatim pod akronimom ''SIAM''. Takva metodologija primjena je najboljih praksi upravljanja informatičkim uslugama u okolini s više pružatelja usluga i više klijenata. Teoretski dio upoznaje nas s informatičkim sustavima, poslovnim procesima i vrstama upravljanja uslugama. Spominju se i termini poput ICT-a (Informacijsko komunikacijske tehnologije), zbirka najboljih praksi ITIL četvrtog izdanja i certifikata kvalitete ISO. Tema ovog rada istražuje 4 različitih modela koja poduzeća mogu implementirati putem integratora usluga kao poveznice između svih sudionika u SIAM ekosustavu. Integracija se postiže definiranjem kataloga usluga i jasnim odgovornostima i ulogama svakog uključenog u poslovnim procesima. Uz to, rad objašnjava kako je SIAM filozofija povezana s drugim praksama kao što su DevOps, Lean i Agile.
Istraživački dio ovog diplomskog rada temelji se analizi odgovora anketnog upitnika, u kojem je cilj istražiti koliki je postotak statističke skupine upoznato sa spomenutim konceptom i drugim praksama te njihova razmišljanja i stavovi o informatičkoj tehnologiji kao potpori u poslovanju i obrazovanju.

Abstract (english)

This thesis focuses on the analysis according to the characteristic IT-business concept of Integration and Service Management, known under the acronym "SIAM". Such an application methodology is the best practice of managing IT services in an environment with multiple service providers and multiple clients. The theoretical part introduces us to information systems, business processes and types of service management. Terms such as ICT (Information and Communication Technologies), the collection of best practices ITIL fourth edition and ISO quality certificates are also mentioned. The topic of this paper of d explores 4 different models that companies can implement through service integrators as a link between all participants in the SIAM ecosystem. Integration is achieved by defining a service catalog and clear responsibilities and roles of everyone involved in business processes. In addition, the topic explains how the SIAM philosophy is related to other practices such as DevOps, Lean, and Agile.
The research part of this thesis is based on the analysis of the survey questionnaire, which aims to investigate the percentage of statistical groups familiar with the concept and other practices and their thoughts and attitudes about information technology as a business and education support.

• Keywords: SIAM; ITSM; ESM; ITIL; holistički pristup; poslovni procesi; informatički sustavi
• Keywords (english): SIAM; ITSM; ESM; ITIL; Holistic Approach; Business Processes; Information Systems
• Language: croatian
• URN:NBN: urn:nbn:hr:148:099204
• Study programme: Title: Business Economics; Study programme type: university; Study level: integrated undergraduate and graduate; Academic / professional title: magistar/magistra ekonomije (magistar/magistra ekonomije)
• Type of resource: Text
• File origin: Born digital
• Access conditions: Open access
• Created on: 2021-09-23 10:08:08