Improving the Operational Efficiency of the Technical Solutions Department of a Commercial IT Company

This thesis is dedicated to the development and implementation of a strategic plan to increase the operational efficiency of the IT department of Company X by 20%. The main objectives of the study were to analyze the current situation in the IT department, identify problem areas, find optimal solutions, and improve the interaction between the IT department and the sales department. A comprehensive analysis of Company X was conducted, including its internal and external context, financial results, product line, and key competitors. To diagnose the current state of the IT department, the Operational Excellence Index (OEI) and the COBIT-5 process model were used. Seven main areas for improvement were identified and prioritized: quality and standards, project management, employee motivation, communications, process and incident management, employee development, and knowledge management.