Analýza stavu incidentů ve společnosti CETIN po implementaci změn

This Bachelor thesis describes reasons and needs of companies to own, control and manage tools to monitor their services in area of information technology. Specifically use of the ITIL method as solution to these needs. For this purpose, the thesis first focuses on familiarizing the reader with this method and its development. Then, the thesis deals with the application of this knowledge on specific organization. This organization is the Česká telekomunikační infra-struktura, a.s., where the author is currently working. This company has implemented or updated some processes or sub-processes of the ITIL method, specifically in the Incident and Problem Management field. The aim of the thesis is to analyze the data provided by the company by means of scientific methods, and above all by comparing individual methods, analyzing business information before and after the implementation of processes, synthesis of sources and own knowledge. The result of the analysis is the comparison of the status of the incidents before and after the implementation of the ITIL processes and sub-processes, in the view of the specified criteria, determined by the representatives of the Company's Service Management.