ServiceDesk and its role in ITIL
| Thesis title: | ServiceDesk a jeho úloha v metodice ITIL |
|---|---|
| Author: | Suchá, Ivana |
| Thesis type: | Bakalářská práce |
| Supervisor: | Kacerovský, Jiří |
| Opponents: | Bruckner, Tomáš |
| Thesis language: | Česky |
| Abstract: | Tato práce se zaměřuje na funkci Service Desku tak, jak je popisována v IT Infrastructure Library (ITIL). Práce je rozdělena na dvě části -- teoretickou a praktickou. První část přináší obecné informace o rámci ITIL a hlavních procesech IT Service Managementu a zvláště se soustřeďuje na Service Desk, jeho úlohu, přínosy a vztah k dalším procesům ITIL. Druhá část obsahuje případovou studii z IT prostředí České národní banky, která identifikuje přínosy zavedení Service Desku v praxi. |
| Keywords: | IT Service Management; ITIL; ServiceDesk |
| Thesis title: | ServiceDesk and its role in ITIL |
|---|---|
| Author: | Suchá, Ivana |
| Thesis type: | Bachelor thesis |
| Supervisor: | Kacerovský, Jiří |
| Opponents: | Bruckner, Tomáš |
| Thesis language: | Česky |
| Abstract: | This paper is concerned with the Service desk function, as described in IT Infrastructure Library (ITIL). It's divided into two parts -- theoretical and practical. The first part gives an overview of the ITIL framework and the core processes of IT Service Management. Mainly, it focuses on the Service Desk function, its role, benefits and relationship to other ITIL processes. The second part contains a case study from the IT environment of the Czech National Bank, which identifies the benefits of Service Desk implementation in practice. |
| Keywords: | IT Service Management; ITIL; ServiceDesk |
Information about study
| Study programme: | Aplikovaná informatika/Informatika |
|---|---|
| Type of study programme: | Bakalářský studijní program |
| Assigned degree: | Bc. |
| Institutions assigning academic degree: | Vysoká škola ekonomická v Praze |
| Faculty: | Faculty of Informatics and Statistics |
| Department: | Department of Information Technologies |
Information on submission and defense
| Date of assignment: | 1. 6. 2008 |
|---|---|
| Date of submission: | 15. 12. 2008 |
| Date of defense: | 19. 1. 2009 |
| Identifier in the InSIS system: | https://insis.vse.cz/zp/13526/podrobnosti |