This Capstone Project addresses the improvements that need to be carried out in the IT service support system called Remedy in Raiffeisen Bank Kosovo JSC in order to increase the service quality, respectively customer satisfaction. To define, measure, analyze, improve, and design the current issues in the Remedy system two surveys were sent. One survey was sent to 100 Business Users of Remedy Application picked randomly, while the second one was sent to 40 IT Users of Remedy Application. As a result of the Business survey and several interviews, it is found out a certain number of issues that users cope with, such as: • Finding the right category • Training is needed • The certain areas of where training is needed • IT services are better, and • Design of screens As a result of IT survey sent to IT Raiffeisen Bank Kosova, critical issues that are listed below are found: • Too many steps to close a request • Complicated and too many options • Training is needed • Not possible to see all the requests in Overview Console • Contacting Clients through Remedy should be more user friendly • Know-how and knowledge database should be built • Screens of Remedy should be simplifiedAccording to the survey findings, it is recommended to create a training package for Business and IT users. In addition, it is advised to improve the email notification by adding more information in it, such as user name and the notes the requester submits. Further, by building know-how and knowledge database, all users, especially IT users will have the chance to search for a certain problem they are coping with. Moreover, it is recommended that instead of opening new window every time users click in a certain link when Remedy is opened in web, to open a new tab. Tabs are proved as easily managed and navigated. Having in consideration that Business users find it difficult to know who is going to approve their request, it is suggested to add approver name close to each request. Finally, it is suggested to remove unnecessary fields in screens and to upgrade the Remedy System especially Work Order module in order to enable viewing of all requests in Overview Console. Ultimately, by implementing above suggested recommendations, users will benefit from a faster resolution time, enhanced interface, easier ticket tracking and management, and improved communication between the IT and Business Users.

Publication Date


Document Type

Master's Project

Student Type


Department, Program, or Center

Professional Studies (CMS)


Bowen, Brian

Advisor/Committee Member

Ibrahimi, Bujar

Advisor/Committee Member

Petrova, Julia


Note: imported from RIT’s Digital Media Library running on DSpace to RIT Scholar Works in February 2013.


American University in Kosovo