Meření procesů provozu IS čerpacích stanic

The thesis concerns with measurement of processes of support and maintenance of a specialized information system for petrol stations. It is a system for support of retail sale of fuel and other non-fuel goods. As the main objective of the thesis was selected design of set of metrics for measurement of these processes based on multidimensionality principle. It means that dimensions and indicators are designed separately and a set of recommended metrics is based on their combinations. It is possible to get additional metrics using other combinations. The theoretical basis of the thesis is the ITIL library -- which is an internationally respected standard for IT service management -- and metrics designed in other literature and diploma theses. The designed metrics are adapted for the analyzed environment and service information system, however, they should be usable in other environments as well. Selected metrics were implemented to the service information system and measured in a relatively wide sample of input data. This allowed evaluating usability of the metrics and comparison of the threshold values with the measured ones. The relationship of metrics and service agreements (SLAs) is described in the end of the thesis. Specific metrics suitable to be incorporated to SLA were designed including a real-life example.