IT Customer Relationship Management supported by ITIL (CROSBI ID 616352)
Prilog sa skupa u časopisu | izvorni znanstveni rad | međunarodna recenzija
Podaci o odgovornosti
Kozina, Melita ; Crnjak Tina
engleski
IT Customer Relationship Management supported by ITIL
Information Technology Infrastructure Library (ITIL) is de facto standard for establishing Information Technology Service Management (ITSM ) processes within the IT organization. IT Customer Relationship Management has an important role in the alignment between the business and IT strategy as well as a significant impact on the quality of IT services. The goal of the paper is to conduct the analysis of the business cooperation and negotiating between the business organization (customer/user) and the IT organization (service provider) through strategic, tactical and operational levels applying the ITIL concept. Furthermore, it is necessary to assess the maturity level of the usage of ITIL practice in the Customer Relationship Management through all three levels.
ITIL; IT Customer Relationship Management; assessment of the usage of ITIL practice
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Podaci o prilogu
170-175.
2014.
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objavljeno
Podaci o matičnoj publikaciji
Central European conference on information and intelligent systems
Hunjak, Tihomir ; Lovrenčić, Sandra (ur.)
Varaždin: FOI, Sveučilište u Zagrebu
1847-2001
Podaci o skupu
25rd Central European Conference on Information and Intelligent Systems (Ceciis 2014)
predavanje
17.09.2014-19.09.2014
Varaždin, Hrvatska