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Master Thesis

Organisation d’un service informatique : le helpdesk au coeur de la démarche

Abstract : New methods of production and the international context have pushed the IT departments to implement a policy-oriented service to users. The new service requirements related to the critical processes managed by information systems require a level of service and a flawless response. To answer this question it is essential to organize the IT departments accordingly to enable them to meet these new needs. The implementation of a helpdesk is the ideal starting point to initiate this process because it is the organizational point of entry, the showcase of the service. The implementation of a helpdesk allows us to introduce new working methods, based on the repository of ITIL best practices that can be transposed to the rest of the IT department. This new dynamic can set in motion a process of continuous improvement. The goal is to move from a reactive IT department to a proactive one.
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Master Thesis
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Submitted on : Tuesday, April 12, 2016 - 4:51:24 PM
Last modification on : Saturday, February 8, 2020 - 12:00:04 PM
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  • HAL Id : dumas-01301712, version 1



Régis Peter. Organisation d’un service informatique : le helpdesk au coeur de la démarche. Autre [cs.OH]. 2012. ⟨dumas-01301712⟩



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