Service desk a jeho důležité aspekty v procesu transformace podniku

This diploma thesis deals with the role of Service Desk as organizational unit within IT, namely its important aspects in the process of transformation of the company. The aim of this work was to describe the nature of this particular change in the selected company and, above all, its impact on the Service Desk. Within the surveyed company, the change in the number of users of the information system and equipment was about three times higher, ie to a total of 2410 users. In this work, the basic areas in which the change in the Service Desks has an impact are identified, namely its organizational structure, personnel capacities, communication channels, and measurement and remuneration of Service Desk staff. The actual impact on each of these areas is always closely linked to the specific form of the company. Within the surveyed company, a separate team of Service Desks supporting new technologies and users has been created, based on historical performance data, the necessary size of this team has been calculated for eight people. For the purpose of measuring and rewarding the performance of the Service Desk, the Balanced Scorecard concept has been implemented, incorporating all the key performance indicators (KPI) tracked in this area. The impact of the change on communication channels, such as an email box, phone number, application, or personal visit, was most noticeable on a single phone number, when a complete division of traffic under that number was distributed between the existing and the new team. Changes made within the company surveyed appear, in most cases, to be at least as satisfactory and practically functional. A possible improvement is the enrichment of the concept of the support model or the cost aspect of the change.