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In order to achieve the desired level of services in information required by business processes, it is best to use the recommendations and good practice of ITIL. ITIL provides an appropriate and supportive environment for the smooth implementation and operation of organization services. To this end, the organizations set up the so-called service desk which serves as unified point of communication between users and providers of IT services.

In the present thesis there is a proposal of establishing a service center in the company 3 GEN d. In this paper there is a brief presentation of the main features of individual standards, methodologies and frameworks in the field of IT management. A special attention is given to the quality improving method denominated Six Sigma. Based on the results of theoretical work, the possibility of synergies between the two approaches has been studied.

Both approaches represent a powerful combination of continuous improvement of IT services. The practical part has been conducted based on observations and interviews, covering business processes, people and technology, in order to assess the current status of the organization. Based on the gap between current and desired status, the priorities for the realization of the set goals have been determined. You can place your order with us once you are familiar with the excellence of our service.

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