IT service continuity and its effects on company

The thesis focuses on the problematics of the IT service continuity and its impact on the overall functioning of a company. The aim of the thesis is to analyse this topic from a theo-retical point of view and compare this perspective to its application in a real unnamed com-pany. In order to meet this goal, the most relevant processes to the topic contained in the ITIL framework, were analysed - namely, incident management, problem management and IT ser-vice continuity management. Further analysis was performed on ISO/IEC 20000 and ISO 22301 standards, which are closely connected to the topic of the thesis. The following sub-chapter describes a business view on the IT service continuity management and its relation to the business continuity management. The final theoretically analysed area is the IT disaster recovery. All the concluded findings are further used in the analysis of a real commercial corporation. Namely, the implementation of the above mentioned ITIL processes and ISO standards, the analysis of the service level agreements, and finally the analysis of the particu-lar IT service continuity plan, which is examined in detail in order to evaluate its quality. Based on these analysis, the findings to which the conducted research led were summed up. The main contribution of the thesis is a critical evaluation of the IT service continuity plan and determination of the recommended actions that should be undertaken by the company undertake in order to enhance prevention of critical situations, that may occur.