Efektivní řízení ICT procesů v organizacích v teorii a praxi

This thesis focuses on the management of ICT processes in public administration within the context of the ITIL and ISO/IEC 20000 frameworks. The aim is to explore how the quality of internal documentation and the degree of implementation of these frameworks influence process maturity and service delivery efficiency. The first part of the thesis outlines the theoretical foundations of ICT management and introduces key methodological frameworks. The second part describes the research methodology based on the analysis of internal documentation and the assessment of process maturity according to the CMMI model. The empirical section provides a comparative analysis of two public administration institutions, evaluating documentation quality, framework implementation, and performance metric settings. Based on the findings, the thesis formulates recommendations for optimizing ICT governance and emphasizes the importance of linking methodological frameworks with practical implementation to achieve greater operational resilience.