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Monitoring and Optimization of E-Services in IT Service Desk Systems

Information management systems have become the most important system for successfully growing firms. This paper gives techniques and tools for measurement and analysis of e-Services in IT Service Desk Systems. The subject of the research is to propose Business Intelligence tools for their monitoring and optimization. Object of the study are these e-Services. Therefore, the aim of this paper is to look into and analyze the performance of these e-Services in IT Service Desk Systems.