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Incident Management mit Open Source Software: Evaluierung eines ITIL-konformen Trouble Ticket Systems für kleine und mittelständische Software-Unternehmen

Incident Management mit Open Source Software: Evaluierung eines ITIL-konformen Trouble Ticket Systems für kleine und mittelständische Software-Unternehmen

          
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About the Book

Diplomarbeit aus dem Jahr 2007 im Fachbereich Informatik - Wirtschaftsinformatik, Note: 1,0, Fachhochschule Dortmund, 39 Quellen im Literaturverzeichnis, Sprache: Deutsch, Abstract: Der Zielsetzung entsprechend wurde im Rahmen dieser Arbeit ein Automatisierungswerkzeug zur Abbildung des Incident Managements gesucht und schließlich mit dem Trouble Ticket System OTRS:: ITSM auch gefunden. Die Evaluierung erfolgte dabei mit Hilfe eines Anforderungskataloges, der auf die Geschäftsprozesse des betrachteten Unternehmens ausgerichtet die Best Practices eines anerkannten De-facto-Standards, der ITIL abprüfte. Der hierzu auf Basis früherer Arbeiten verfeinerte Anforderungskatalog konnte auf das im Rahmen einer durchgeführten Recherche identifizierte Produkt OTRS:: ITSM erfolgreich angewendet werden und dadurch seine Praxis-Tauglichkeit unter Beweis stellen. Neben dem gefundenen Trouble Ticket System steht somit als Ergebnis der Arbeit ein erprobtes Werkzeug zur Evaluierung geeigneter Software-Produkte für das Incident Management in kleineren und mittelständischen Unternehmen zur Verfügung. Aufgrund seiner Struktur und insbesondere auch wegen der Auslagerung spezieller Kriterien in Bezug auf Open Source Software, ist der Anforderungskatalog geeignet, beim Test weiterer - auch proprietärer - Software für das Incident Management Ergebnisse zu liefern, die einen direkten Vergleich der getesteten Produkte auf sehr feiner Abstraktionsebene zulassen. Die Produkte können somit einem differenzierten Ranking unterzogen werden, womit dem zweiten Anliegen dieser Arbeit entsprochen wurde. Wie die Arbeit zeigt gibt es im Open Source Umfeld mittlerweile (mindestens) ein Trouble Ticket System, mit dem der Prozess des Incident Managements im Service Desk eines klein- und mittelständischen Software-Unternehmens nach Maßgaben der ITIL abgebildet werden kann. Da auch die weiteren, aus der Praxis resultierenden nicht funktionalen Anforderungen hinreichend erfüllt werden, kann das erfolgreich


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Product Details
  • ISBN-13: 9783638855891
  • Publisher: Grin Publishing
  • Binding: Paperback
  • Language: German
  • Returnable: N
  • Spine Width: 7 mm
  • Weight: 159 gr
  • ISBN-10: 3638855899
  • Publisher Date: 19 Nov 2007
  • Height: 210 mm
  • No of Pages: 112
  • Series Title: German
  • Sub Title: Evaluierung eines ITIL-konformen Trouble Ticket Systems für kleine und mittelständische Software-Unternehmen
  • Width: 148 mm


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