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Voraussetzungen für die Prozessoptimierung im IT-Support Incident Management mittels KI: Welche Voraussetzungen erfordert die Automatisierung manueller Tätigkeiten im IT-Support Incident Management für den Support Level 1?

Voraussetzungen für die Prozessoptimierung im IT-Support Incident Management mittels KI: Welche Voraussetzungen erfordert die Automatisierung manueller Tätigkeiten im IT-Support Incident Management für den Support Level 1?

          
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About the Book

Studienarbeit aus dem Jahr 2022 im Fachbereich Informatik - Künstliche Intelligenz, Note: 1,7, Hochschule Fresenius Idstein, Sprache: Deutsch, Abstract: Der IT-Support, auch Service Desk (SD) genannt, übernimmt in vielen Unternehmen bei informationstechnischen Problemen Hilfsmaßnahmen, sodass Hilfe suchende Mitarbeiter schnellstmöglich wieder einsatzbereit sind. Die Hilfe leistenden Mitarbeiter, die sogenannten Service Desk Agenten, sind ein zentrales Element des IT-Service Incident-Management-Prozesses und sind von grundlegender Bedeutung für die Verbesserung des Prozesses und die Erreichung der Geschäftsziele. Durch die zunehmende Digitalisierung und dem Trend des Remote Working (Home-Office) steigt die Komplexität der IT-Infrastruktur und dementsprechend auch die Anzahl an Hilfeanfragen im IT-Support, was mit einer Erhöhung des Arbeitsvolumens und entsprechenden Arbeitsdruck (die Anfragen sollen schnellstmöglich erfasst und gelöst werden) bei den MitarbeiterInnen im SD einhergeht. Des Weiteren ist die Anzahl entsprechend verfügbaren Ressourcen in Unternehmen stagnierend bis rückläufig, was zusätzlichen Druck aufbaut. Dies kann zu einer schlechteren Priorisierung von Vorfällen und Verzögerungen im Prozessablauf führen und in der Folge zu einer Abnahme der Servicequalität, da die Erwartungen Kunden vom Service Desk nicht erfüllt werden, was sich auf die Produktivität der Mitarbeiter im gesamten Unternehmen auswirkt. Mit dem Einsatz von Künstlicher Intelligenz (KI) ist die Automatisierung von manuellen Tätigkeiten zur Unterstützung der SD-Mitarbeiter, Reduzierung des Arbeitsvolumens und -drucks möglich. Wodurch sich u.a. Vorteile wie eine reduzierte Prozess-Durchlaufzeit, verbesserte Servicequalität, höhere Nutzerzufriedenheit und höhere Produktivität ergeben können. Um automatisierte KI Anwendungen erfolgreich einzusetzen und diese Vorteile zu erlangen, müssen im Unternehmen erst die richten Voraussetzungen geschaffen werden. Daher beschäftigt sich diese Arbei


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Product Details
  • ISBN-13: 9783346714091
  • Publisher: Bod Third Party Titles
  • Publisher Imprint: Grin Verlag
  • Height: 210 mm
  • No of Pages: 24
  • Spine Width: 2 mm
  • Weight: 45 gr
  • ISBN-10: 3346714098
  • Publisher Date: 15 Aug 2022
  • Binding: Paperback
  • Language: German
  • Returnable: N
  • Sub Title: Welche Voraussetzungen erfordert die Automatisierung manueller Tätigkeiten im IT-Support Incident Management für den Support Level 1?
  • Width: 148 mm


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Voraussetzungen für die Prozessoptimierung im IT-Support Incident Management mittels KI: Welche Voraussetzungen erfordert die Automatisierung manueller Tätigkeiten im IT-Support Incident Management für den Support Level 1?
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Voraussetzungen für die Prozessoptimierung im IT-Support Incident Management mittels KI: Welche Voraussetzungen erfordert die Automatisierung manueller Tätigkeiten im IT-Support Incident Management für den Support Level 1?
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Voraussetzungen für die Prozessoptimierung im IT-Support Incident Management mittels KI: Welche Voraussetzungen erfordert die Automatisierung manueller Tätigkeiten im IT-Support Incident Management für den Support Level 1?

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