SaaS IT helpdesk - Innovating conception of IT helpdesk

This bachelor thesis is focused on information systems, which purpose is to support business processes of IT Helpdesks. The first part is analytical. Possibility of practical usage in varying organizational specifications (size, scope of business, etc.) is critically evaluated by examples and characteristics of product variants available on the market. An important aspect of deployment and operation of IT helpdesk proved to be a problem providing human and infrastructure resources. End of this part motivationally summarizes nowadays shortcomings of current conceptions of IT helpdesk information systems. The second part, which is the main contribution of this thesis and is the original part, comes to unravel problems of the analysis. The solution consists in the innovative concept of the IT helpdesk, which would be available to the public without need of upfront investments, and which would operate as a distributed service model according to the principles of Software as a Service (SaaS). The new concept offers series of procedural and implementing improvements to centralize it in one consolidated unit. The concept illustrates the map of functional components and abstracted operating environment of potential product. The conclusion of the original part of work is devoted to motivational site of this concept, where possible valuation method of potential service is introduced. The work aspires to become a manual for developers of similar solutions, who can draw on the rich experience of the author and reflect written images of "ideal" SaaS IT helpdesk into real commercial products.