TECHNICAL SUPPORT AS A BASIS OF HIGH AVAILABILITY LEVEL AND IT SYSTEM SERVICE QUALITY

Abstract

This work presents the development and implementation methodology of technical support in IT1system operation. Methodology is developed and applied in realistic system (Information system of the Tax administration - DIS 2003), which is technically very complex and highly distributed. The results of IT system availability assessment and identification of the critical components are input parameters in the process of establishing of the technical support. The importance of technical support for achieving optimal IT system availability and IT service quality is assessed according to its operation during one year. The history of technical support system operation is a basis for further continuous improvement.

Keywords

• technical support
• availability
• IT system
• IT service
• quality