Autors: Ilieva, R. Y., Angelov, K. P., Gashurova, D. P.
Title: Monitoring and Optimization of e-Services in IT Service Desk Systems
Keywords: Business Intelligence (BI), QlikView, ITIL, ITSM, SLA, e-Services, Service Desk Systems

Abstract: Information management systems have become the heart and key organ for successfully growing company. This paper presents methods and tools for measurement and analysis of e-Services in IT Service Desk Systems. Object of the study are these e-Services. Subject of the research is to propose Business Intelligence tools for their monitoring and optimization. Therefore the aim of this paper is to investigate and analyse the performance of these e-Services in IT Service Desk Systems.4) Ilieva, R., K. Anguelov, D. Gashurova (2016), Monitoring and Optimization of eServices in SDS, XIX-th International Symposium on Electrical Apparatus and Technologies SIELA 2016, 29 May - 1 June 2016, Bourgas

References

    Issue

    XIX-th International Symposium on Electrical Apparatus and Technologies SIELA 2016, vol. CFP1628Z-PRT, pp. 172-175, 2016, Bulgaria, IEEE, ISBN 978-14673-9521-2/DOI: 10.1109/SIELA.2016.7543013

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    Вид: публикация в международен форум, публикация в реферирано издание, индексирана в Scopus