Doskonalenie systemu obsługi zgłoszeń użytkowników oprogramowania w przedsiębiorstwach
Improving the system of handling software user requests in enterprises

Summary/Abstract: It is difficult to imagine the development of a company that excludes the use of the latest technologies for everyday work. However, over the time of operation of a given IT system, problems and defects re- ported by users begin to recur and accumulate. As a response to this phenomenon, the authors present in the article the framework of the concept of managing notifications of users of IT systems, referring to the results of own research, the aim of which was to identify typical behaviors in the process of re- porting problems with IT systems. In the following, the concept of user ticket management, in accord- ance with the standards of providing IT services, is presented, which is to improve the functioning of the ticket system and the effectiveness of solving problems by technical support.

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