| Thesis title: |
Využití rámce ITIL k řízení procesů IT služeb |
| Author: |
Krejcar, Jakub |
| Thesis type: |
Bakalářská práce |
| Supervisor: |
Faina, Michal |
| Opponents: |
Šolc, Jiří |
| Thesis language: |
Česky |
| Abstract: |
Tato práce je tematicky zaměřena na ITIL V3 (Information Technology Infrastructure Library) a jeho pět základních částí. V teoretické části jsou popsány základní pojmy související s danou problematikou, které jsou nutné pro porozumění následujících kapitol. Dále jsou zde popsány jednotlivé části ITIL V3, jejich historie, srovnání verze 3 s předešlou verzí a vztah mezi ostatními pracovními rámci a ITIL V3. V praktické části budou shrnuty poznatky při implementaci ITIL procesů a představen nástroj pro správu zákaznických požadavků Ca Service Desk Manager s ukázkou jeho funkcí na procesu Incident Managementu a z části i Request Fulfillment Managementu. |
| Keywords: |
ITIL; Incident Management; Service Operation; Process; služba IT |
| Thesis title: |
Use of the ITIL framework for IT service management processes |
| Author: |
Krejcar, Jakub |
| Thesis type: |
Bachelor thesis |
| Supervisor: |
Faina, Michal |
| Opponents: |
Šolc, Jiří |
| Thesis language: |
Česky |
| Abstract: |
This assignment is focused on the theme of ITIL V3 (Information Technology Infrastructure Library) and its five basic parts. The basic concepts related to the given problem; which are needed in order to understand the following chapters, are described in the theoretical part. This is followed by the description of individual parts of ITIL V3, their history, comparison to the previous version and relation between ITIL V3 and other working frames. In the practical part, the findings from implementation of ITIL processes are summarized. Furthermore the tool for customer requirements management Ca Service Desk Manager with demonstration of its function is introduced. The demonstration is carried out on processes of the Incident Manager and partly also on Request Fulfillment Management. |
| Keywords: |
Process; Service Operation; ITIL; Incident Management; IT service |
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: |
8. 12. 2010 |
| Date of submission: |
7. 12. 2011 |
| Date of defense: |
2016 |
Files for download
The files will be available after the defense of the thesis.