Nasazení "ITIL Service Operation" procesů ve středně velkém podniku

This thesis deals with implementation of components of part of service lifecycle called Service Operation according to best practice ITIL V3. Its goal is an analysis and contextualization in the field of medium-scale enterprises, especially through practical realization of relevant project. First part of the thesis addresses the theoretical analysis of Service Operation part of service lifecycle mainly through detailed analysis of individual processes, functions and roles. Key point will be the description of Service Desk function, which is essential for communication between IT department and other business units. Second part of the thesis is focused on practical realization of implementation of Service Operation processes in medium-scale enterprise of goods selling type. Critical point is the deployment of Service Desk function using correct way corresponding with relevant needs and conditions of specific enterprise. The description is divided into management and technical part of the entire implementation. Whole project is evaluated in the end from the IT management and end user perspective.