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dc.contributor.authorMažeika, Artūras
dc.contributor.authorMiliūtė, Aistė
dc.description.abstractVarious information technology tools are used in modern business organization management processes to improve business process performance, but communication in business organization and communication between businesses remains an important factor in service delivery-receiving quality. The paper analyses the importance of communication process in IT management, describes incident management services, service delivery processes, communication between service provider and the recipient. The objective of the research is to identify critical factors for IT incident management system process and to assess importance of communication factors of IT incident management service delivery. Research methods: quantitative research in small and medium 337 enterprises. The research identified problem groups emerging between IT management services deliverers and the service recipients. The results of empirical research revealed that the importance of the communication factor to IT incident management service delivery is high and directly influence by the services quality. Modern IT management systems could be successfully outsourced by implementing organization strategy, because IT management outsourcing, as our theoretical and empirical analysis shows, creates for organization the opportunity to concentrate resources in main activities: achieving strategic results, improving efficiency and quality management. The analysis of IT management process demonstrated that IT management services outsourcing not only improves the quality of organizations services, but also influence positively the relationships between organizations. The satisfaction of customers is directly related to the service delivery time to the customers.en
dc.titleKomunikacijos ir komunikavo veiksnio svarba informacinių technologijų incidentų valdymo paslaugų teikimo procese.en
dc.description.abstract-ltStraipsnyje analizuojama komunikacijos ir komunikavo veiksnio svarbos informacinių technologijų incidentų valdymo paslaugų teikimo procesui problematika. Keičiantis verslo sąlygoms atsiveria naujos galimybės pasitelkus informacines priemones, produktyvias organizacijos valdymo formas šiuolaikiškai valdyti bei administruoti verslą, todėl svarbu identifikuoti tokius procesus veikiančius veiksnius. Straipsnyje pristatomi empirinio tyrimo rezultatai, atskleidžiantys pagrindinius veiksnius, darančius įtaką informacinių technologijų incidentų valdymo paslaugų teikimo procesui. Straipsnyje apibrėžtos informacinių technologijų incidentų valdymo teikiamų paslaugų rūšys, identifikuoti pagrindiniai kokybę užtikrinantys veiksniai, atskleista paslaugos tiekėjo ir paslaugos gavėjo komunikavimo ir komunikacijos veiksnių svarba.en
dc.publication.sourceSocialinių mokslų studijos, 2011, Nr. 3(3)en
dc.subject.keywordInformacinės technologijosen
dc.subject.keywordIncidentų valdymo sistemosen
dc.subject.keywordInformation technologyen
dc.subject.keywordIncidents management systemsen
dc.subject.sciencedirection09P - Informatikaen

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