Zavedení ITIL v malých a středních podnicích

This work is initially focused on the general description of ITIL V3 (Information Technology Infrastructure Library) and its five elementary books to enable the reader to become familiar with the essential terms and to get at least an overall view of this approach to the administration of IT services. The section Service Strategy is deeply analyzed on a theoretical level as well as in the practical part of the work. For the needs of this work, the term SMB -- Small and Medium Business is defined, in accordance with the recommendations of the European Commission. For these businesses, the work describes the advantages and disadvantages related not only to their operation, but also to the implementation of ITIL. In the practical part of the work, an analysis of a current state of a sample small business is carried out in the field of service strategy, the result of which is the assessment of its state according to the ITIL principles, pointing out faulty processes or incorrectly defined services, and the decision whether the company would benefit from changing its service strategy.