Analysis of IT processes in a medium-sized company and design of implementation of key processes according to ITIL framework

This diploma thesis deals with the analysis of IT environment in a specific organization and suggests the implementation of key processes based on best practices described in Information Technology Infrastructure Library (ITIL® 2011 Edition). The theoretical part describes the ITIL framework, its history and an actual version. Furthermore, it provides Information about the five publications, that the ITIL consists of and explains the way that ITIL approaches the IT service management discipline. In addition, it briefly mentions other methods and libraries, related to ITIL, in order to provide a comprehensive view on the matter. Practical part of the thesis introduces the selected company and targets its IT environment. Subsequently, it describes the problem the company is currently facing and relates it to the relevant ITIL processes. In the final part, the thesis proposes a specific solution, providing the company with a basis for selected ITIL processes implementation, which would streamline the company’s processes. The outcome of the thesis is mainly designated for the selected company but can also serve as a template or a guide for organizations, considering the implementation of described ITIL processes.