Are the principles of ITIL service desk applicable to the environment of SME?

Thesis title: Are the principles of ITIL service desk applicable to the environment of SME?
Author: Semianenka, Yauheni
Thesis type: Diploma thesis
Supervisor: Bruckner, Tomáš
Opponents: Chlapek, Dušan
Thesis language: English
Abstract:
The goal of my master's theses was to analyze the requirements of the ITIL framework for a service desk implementation, identify specifics of SME companies and to try to scale down the ITIL implementation of a service desk to the size applicable to SME. In my practical part I'd like devise a functional model of the ITIL compliant service desk featuring Incident, Request, Change, and Problem Management processes based on the Atlassian Jira sotware. After completing the theasis I will answer a question - if it is possible to use ITIL in the SME segment.
Keywords: Jira; Service Desk; SME; ITIL
Thesis title: Are the principles of ITIL service desk applicable to the environment of SME?
Author: Semianenka, Yauheni
Thesis type: Diplomová práce
Supervisor: Bruckner, Tomáš
Opponents: Chlapek, Dušan
Thesis language: English
Abstract:
Účelem mé diplomové práce bylo analizovat požadavky na implementaci service desku z hlediska rámce ITIL, identifikovat specifiké požadavky SME firem a taky zkusit navrhnout ITIL service desk vhodný pro SME. V mé practické části bych chtěl vytvořit funkční model service desku který by odpovídal zásadám ITILu a obsahoval Incident, Request, Change a Problem Management procesy implementované v sotware Atlassian Jira. Na konci diplmové práce bych měl byt schopen odpovědět zdá je možné použítí ITIL v SME seg-mentu.
Keywords: ITSM nástroje; Jira; ITIL; Malé a střední podniky

Information about study

Study programme: Aplikovaná informatika/Informační systémy a technologie
Type of study programme: Magisterský studijní program
Assigned degree: Ing.
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: 20. 12. 2011
Date of submission: 30. 4. 2012
Date of defense: 26. 8. 2013
Identifier in the InSIS system: https://insis.vse.cz/zp/35390/podrobnosti

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