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undergraduate thesis
Outsourcing - praćenje učinkovitosti kroz metriku i definiranu razinu usluge
2012. urn:nbn:hr:225:178713
Hlede, Dubravko
Algebra University College

Cite this document

Hlede, D. (2012). Outsourcing - praćenje učinkovitosti kroz metriku i definiranu razinu usluge (Undergraduate thesis). Zagreb: Algebra University College. Retrieved from https://urn.nsk.hr/urn:nbn:hr:225:178713

Hlede, Dubravko. "Outsourcing - praćenje učinkovitosti kroz metriku i definiranu razinu usluge." Undergraduate thesis, Algebra University College, 2012. https://urn.nsk.hr/urn:nbn:hr:225:178713

Hlede, Dubravko. "Outsourcing - praćenje učinkovitosti kroz metriku i definiranu razinu usluge." Undergraduate thesis, Algebra University College, 2012. https://urn.nsk.hr/urn:nbn:hr:225:178713

Hlede, D. (2012). 'Outsourcing - praćenje učinkovitosti kroz metriku i definiranu razinu usluge', Undergraduate thesis, Algebra University College, accessed 25 December 2024, https://urn.nsk.hr/urn:nbn:hr:225:178713

Hlede D. Outsourcing - praćenje učinkovitosti kroz metriku i definiranu razinu usluge [Undergraduate thesis]. Zagreb: Algebra University College; 2012 [cited 2024 December 25] Available at: https://urn.nsk.hr/urn:nbn:hr:225:178713

D. Hlede, "Outsourcing - praćenje učinkovitosti kroz metriku i definiranu razinu usluge", Undergraduate thesis, Algebra University College, Zagreb, 2012. Available at: https://urn.nsk.hr/urn:nbn:hr:225:178713

Metadata
TitleOutsourcing - praćenje učinkovitosti kroz metriku i definiranu razinu usluge
AuthorDubravko Hlede
MentorTomislav Bronzin (mentor)
GranterAlgebra University College
Zagreb
Defense date and country2012-01-03, Croatia
Scientific / art field,
discipline and subdiscipline		TECHNICAL SCIENCES
Computing
Abstract
Eksternalizacijom (eng. outsourcing) IT usluga moguće je postići visoku razinu usluge i to uz smanjene troškove posjedovanja IT resursa. Prilikom definiranja IT usluga koje će se eksternalizirati, nužno je precizno definirati očekivanja i razinu usluge. S precizno definiranim ključnim indikatorima performansi (eng. Key Performance Indicator, KPI), moguće je djelovati proaktivno na razinu i kvalitetu usluga. Ključan proces u definiranju razine IT usluga je povezivanje glavnih poslovnih procesa s IT uslugama. Tek tada je moguće definirati realna očekivanja, potrebnu dostupnost i kvalitetu usluge. Rezultat tog procesa je temeljna točka stvaranju sporazuma o razini IT usluge (eng. Service Level Agreement, SLA).
Abstract (english)
With outsourcing of IT services it is possible to achieve high level of service and lover total cost of ownership. During the process of defining IT services which will be outsourced it is important to precisely define expectations and level of service. With precisely defined Performance Indicators, KPI, it is possible to proactively react on level and quality of service. Key process in defining level of service is to map core business process with outsourced services. Only then it is possible to define realistic expectations, required availability and level of service. Result of that process is basic in building Service Level Agreement (SLA).
Keywords
Keywords (english)
Languagecroatian
URN:NBNurn:nbn:hr:225:178713
Study programmeTitle: Computer Engineering - Undergraduate Professional Program
Study programme type: professional
Study level: undergraduate
Academic / professional title: stručni/a prvostupnik/prvostupnica (baccalaureus/baccalaurea) inženjer/inženjerka računarstva (stručni/a prvostupnik/prvostupnica (baccalaureus/baccalaurea) inženjer/inženjerka računarstva)
Type of resourceText
File originBorn digital
Access conditionsClosed access
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Created on2019-05-17 18:34:00