Analýza a návrh optimalizace procesů Incident/Problem/Release managementu vybrané společnosti podle metodiky ITIL

The bachelor thesis aims at the analysis of the business processes of Release Management, Incident Management and Problem Management in a selected company, which belongs to the big players on the financial market in the Czech Republic and provides IT support for their financial services. Another objective is to evaluate the current state of the analysed processes and to propose ways of identified problem areas solution and optimization. A sub-purpose is to better understand the internal IT department environment of the se-lected company and the value brought by the analysed processes. The theoretical part is based on literature research and presents a general overview of Business Process Mana-gement and business processes, distinguishes approaches to process changes. It also de-scribes the MMABP methodology, which the practical part is based on. The second chapter is also devoted to the theoretical background, this time on the ITIL best practice framework. The business processes of Release/Incident/Problem Management are presented according to the ITIL recommendations and the method for their evaluation Process Maturity Framework (PMF) is mentioned. The practical part starts with a description of the analysed company and the used modelling tool Enterprise Assistant. Business processes are then modelled in diagrams according to MMABP and evaluated according to the PMF. Based on the current state, problem areas are identified, possible solutions are proposed.