Adviesrapport IT & Business Operations

[bedrijf]
Professionalisering van het cket a andelings proces



Leeruitkomsten




Thema IT & Business Operations
Student --

Versie 1.0
Datum 2023

,Inhoudsopgave
Inleiding ................................................................................................................................................... 4
1 Leeruitkomst 1: Probleem beschrijving ........................................................................................... 5
1.1 Organisa e beschrijving .......................................................................................................... 5
1.2 Organogram ............................................................................................................................. 5
1.3 Huidige cket a andelingsproces........................................................................................... 6
1.3.1 Flowchart ......................................................................................................................... 6
1.3.2 Proces .............................................................................................................................. 6
1.4 Stakeholders ............................................................................................................................ 7
1.5 Huidige probleem in a andelingsproces ................................................................................ 8
1.6 Probleemstelling ...................................................................................................................... 8
1.6.1 Probleemstelling definiëren ............................................................................................ 8
1.6.2 Onderzoeksvraag ............................................................................................................. 9
2 Leeruitkomst 2: Huidige IV/IS Beheerorganisa e ............................................................................ 9
2.1 Overzicht verantwoordelijkheden ........................................................................................... 9
2.1.1 Beheer keuze ................................................................................................................... 9
2.1.2 Beheerproces besluitvorming........................................................................................ 10
2.1.3 Huidige Ticket a andelingsproces ................................................................................ 10
2.2 Analyse huidige situa e......................................................................................................... 11
2.2.1 Overzicht van goede punten in huidig proces ............................................................... 11
2.2.2 Overzicht van te verbeteren punten in huidig proces ................................................... 11
2.3 Metrische beoordeling .......................................................................................................... 12
3 Leeruitkomst 3: Financiële situa e huidige beheersorganisa e ................................................... 12
3.1 Algemene financiële aspecten............................................................................................... 12
3.2 Verdienmodel ........................................................................................................................ 12
3.2.1 Primaire inkomsten overzicht ........................................................................................ 12
3.2.2 Secondaire inkomsten overzicht.................................................................................... 13
3.2.3 Inkomstensoort per inkomsten ..................................................................................... 13
3.3 Huidige IT-kosten ................................................................................................................... 13
3.3.1 Personeelskosten Servicedesk ....................................................................................... 13
3.3.2 So warekosten .............................................................................................................. 14
4 Leeruitkomsten 4: Organisa ekunde ............................................................................................ 14
4.1 Organisa estructuur.............................................................................................................. 14
4.2 Managements jl.................................................................................................................... 14
4.3 Organisa ecultuur ................................................................................................................. 15
4.4 Financiële mogelijkheden ...................................................................................................... 16

, 4.5 Kennis en kunde medewerkers ............................................................................................. 16
4.6 Klantgroepen ......................................................................................................................... 17
5 Leeruitkomsten 5: Verbetervoorstel.............................................................................................. 17
5.1 Verbeteringen ........................................................................................................................ 17
5.2 ITIL IncidentManagement proces .......................................................................................... 18
5.2.1 Korte termijn oplossingen ............................................................................................. 20
5.2.2 Mid-Lange termijn oplossing: ........................................................................................ 21
5.2.3 Lange termijn oplossingen:............................................................................................ 21
5.3 Organisatorisch perspec ef ................................................................................................... 22
5.4 Financieel perspec ef............................................................................................................ 22
5.5 Structureel perspec ef .......................................................................................................... 22
5.6 Risicoanalyse ......................................................................................................................... 22
5.7 Sugges es .............................................................................................................................. 24
1 Bijlages........................................................................................................................................... 25
1.1 Interview 1 ............................................................................................................................. 25
1.1.1 Interview 2 ..................................................................................................................... 25
1.1.2 Interview 3 ..................................................................................................................... 26
1.1.3 Interview 4 ..................................................................................................................... 27
1.1.4 Interview 5 ..................................................................................................................... 28
1.2 Analyse van resultaten .......................................................................................................... 28
2 Literatuur ....................................................................................................................................... 30