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Adviesrapport IT & Business Operations

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Course
IT & Business Operations

Institution
Hogeschool InHolland (InHolland)

Dit adviesrapport heb ik geschreven voor mijn semester IT & Business Operations. Voor dit adviesrapport had ik een zeer dikke voldoende gekregen. Voor de lezer is het een heel handig document om te hebben aangezien dit een volledig uitwerkte kapstok is voor alle benodigde leeruitkomsten.

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Uploaded on January 19, 2025
Number of pages 30
Written in 2023/2024
Type Other
Person Unknown

bim
bim it
business operations

Institution
Hogeschool InHolland (InHolland)
Education
Business IT & Management
Course
IT & Business Operations

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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

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