Ανάπτυξη δικτυακού πληροφοριακού συστήματος: πολλαπλό σύστημα Helpdesk
Network information system development: a multiple Helpdesk system
Καραχάλιου, Αλεξάνδρα Θ.
SubjectInformation technology -- Management ; Customer services -- Management ; Λογισμικό εφαρμογών -- Ανάπτυξη ; Τεχνολογία λογισμικού
The subject of this dissertation is the development of a web application to support the tasks undertaken by a helpdesk department, and ways to evaluate its contribution. This dissertation consists of two main parts: In part A we present the approach of the application from the view of software developer. Here we present the analysis, the design and the implementation of our web application. We chose to develop our application based on Struts and JSP / Servlets technology. In part B we concentrate on the approach of the application from the view of manager. Here we evaluate the contributions of our application in a real world working environment, using as a tool the Balanced Scorecard. The application developed has introduced an innovative feature. It has the ability to work in multiple levels. Its design allows the usage from companies with different organizational models, by inserting the company’s hierarchy in the application. With this feature, the application promotes the cooperation between departments or companies and serves all of the employees.