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 |