Information technology service management in Raiffeisen Bank Kosovo J.S.C. : [Presentation given November 17, 2010]

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dc.contributor.advisor Bowen, Brian
dc.contributor.advisor Ibrahimi, Bujar
dc.contributor.advisor Petrova, Julia
dc.contributor.author Kadriu, Albulena
dc.date.accessioned 2010-12-17T15:34:45Z
dc.date.available 2010-12-17T15:34:45Z
dc.date.issued 2010-12-17
dc.identifier.uri http://hdl.handle.net/1850/13049
dc.description.abstract This Capstone Project addresses the improvements that need to be carried out in the IT service support system called Remedy in Raiffeisen Bank Kosovo JSC in order to increase the service quality, respectively customer satisfaction. To define, measure, analyze, improve, and design the current issues in the Remedy system two surveys were sent. One survey was sent to 100 Business Users of Remedy Application picked randomly, while the second one was sent to 40 IT Users of Remedy Application. As a result of the Business survey and several interviews, it is found out a certain number of issues that users cope with, such as: • Finding the right category • Training is needed • The certain areas of where training is needed • IT services are better, and • Design of screens As a result of IT survey sent to IT department of Raiffeisen Bank Kosova, critical issues that are listed below are found: • Too many steps to close a request • Complicated and too many options • Training is needed • Not possible to see all the requests in Overview Console • Contacting Clients through Remedy should be more user friendly • Know-how and knowledge database should be built • Screens of Remedy should be simplifiedAccording to the survey findings, it is recommended to create a training package for Business and IT users. In addition, it is advised to improve the email notification by adding more information in it, such as user name and the notes the requester submits. Further, by building know-how and knowledge database, all users, especially IT users will have the chance to search for a certain problem they are coping with. Moreover, it is recommended that instead of opening new window every time users click in a certain link when Remedy is opened in web, to open a new tab. Tabs are proved as easily managed and navigated. Having in consideration that Business users find it difficult to know who is going to approve their request, it is suggested to add approver name close to each request. Finally, it is suggested to remove unnecessary fields in screens and to upgrade the Remedy System especially Work Order module in order to enable viewing of all requests in Overview Console. Ultimately, by implementing above suggested recommendations, users will benefit from a faster resolution time, enhanced interface, easier ticket tracking and management, and improved communication between the IT and Business Users. en_US
dc.description.tableofcontents Chapter 1. IT systems in the banking world -- Chapter 2. Request managing software in Raiffeisen Bank -- Chapter 3. Raiffeisen business employee survey -- Chapter 4. Raiffeisen IT employee survey -- Chapter 5. Recommendation on remedy training program -- Chapter 6. Final discussion and recommendation. en_US
dc.language.iso en_US en_US
dc.subject Information technology service management en_US
dc.subject Raiffeisen Bank Kosovo J.S.C. en_US
dc.subject Customer satisfaction en_US
dc.title Information technology service management in Raiffeisen Bank Kosovo J.S.C. : [Presentation given November 17, 2010] en_US
dc.type Capstone Project en_US
dc.description.defense 2010-11-17
dc.description.college College of Applied Science and Technology (CAST) en_US
dc.description.extent 70 p. : ill. (some col.) + 1 PowerPoint Presentation en_US
dc.description.department American University in Kosovo (AUK) en_US
dc.description.approval 2010-12-17

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