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Decision-making in IT investment and ROI as a measure of ITSM business benefits

Autor práce: Zakharenkava, Sviatlana
Typ práce: Diplomová práce
Vedoucí práce: Voříšek, Jiří
Osoba oponující práci: Jan Tolar

Informace o vysokoškolské kvalifikační práci

Název práce: Decision-making in IT investment and ROI as a measure of ITSM business benefits
Typ práce: Master thesis
Jazyk práce: English
Abstrakt: The Diploma Thesis is dealing with questions of investment decision-making in the area of IT and can be a complete guidance on the basic concepts of decision-making on the investment projects, methods of financial evaluation of such projects and the ways of its application in the sphere of IT. It is mainly aimed on the projects dealing with internal processes in IT organizations and optimalization of its management – IT Service Management (ITSM). The paper deals with existing methodologies and standards applicable to IT Service Management and closely works with the latest library of best practices ITIL V3. The introduction gets the reader into the basics of the IT management, introduces the existent market standards and creates a liaison between the IT and business in questions of investments. The second part pays attention to the principles of ITSM and describes the benefits that can process optimalization bring to the company. The third chapter opens up the IT investment topic and introduces various methodological concepts and models used not only in the classical financial theory, but in the modern management practice as well. It offers a basic overview on the methods of investment project evaluation, e.g. Net Present Value (NPV), The Payback Period Method, The Internal Rate of Return (IRR), The Profitability Index, and the most popular one – Return on Investment (ROI). The following chapter applies the measure of Return on Investment (ROI) to the projects of ITSM implementation according to ITIL. It shows the basic principles of the method usage, describes its main components and introduces the way of identification and evaluation of the benefits, which those projects bring to the business. Gained knowledge is based on the real practical examples – several worked-out business cases created for the customers of the Hewlett-Packard Company. The last part of this chapter shortly describes several software tools for building the similar business cases and their own methodology. The last chapter in devoted to the situation on the local and world market and addresses the practical application of the methods of IT projects evaluation in the companies. The conclusion then summarizes important parts and key elements of the paper.
Klíčová slova: IT; investment; IS/ICT; Information technology; ROI; ITIL; ITSM

Informace o studiu

Studijní program a Studijní obor: Aplikovaná informatika/Informační systémy a technologie
Typ studijního programu: Magisterský studijní program
Jméno přidělované hodnosti: Ing.
Instituce přidělující hodnost: University of Economics, Prague
Název fakulty: Faculty of Informatics and Statistics
Název katedry: Department of Information Technologies
Instituce archivující a zpřístupňující VŠKP: University of Economics, Prague

Informace o odevzdání a obhajobě

Datum obhajoby: 2008
Výsledek obhajoby: -

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