Modeling incident and change management processes with MMABP methodology
Thesis title: | Modeling incident and change management processes with MMABP methodology |
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Author: | Nugmanov, Omir |
Thesis type: | Diploma thesis |
Supervisor: | Řepa, Václav |
Opponents: | Svatoš, Oleg |
Thesis language: | English |
Abstract: | This thesis deals with the topic of the incident, change management processes and MMABP methodology. The main goal of the thesis is modeling incident and change management processes with MMABP methodology, which results in the form of formalised description that helps to understand processes and facilitate collaboration between IT department and business.First the author specifies the main research questions and conducts a literature review. Afterward, the author focuses on MMABP methodology and process design procedure. Further, the author introduces the topic of incident and change management processes along with functions and roles. In conclusion, the author provides process analysis in the sample organization and modeling processes with MMABP methodology. The main deliverable of this initiative for the IT Service Management is a clear understanding of the processes and reduction of ambiguity. |
Keywords: | process analysis; MMABP; ITIL; incident management; process modeling; change management |
Thesis title: | Modelování incident a change management procesů pomocí MMABP metodiky |
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Author: | Nugmanov, Omir |
Thesis type: | Diplomová práce |
Supervisor: | Řepa, Václav |
Opponents: | Svatoš, Oleg |
Thesis language: | English |
Abstract: | Tato diplomová práce se zabývá incident, change management procesy a MMABP metodikou. Hlavním cílem diplomové práce je modelování incident a change management procesů pomocí MMABP metodiky. Výsledkem bude formalizovaný popis procesů, který pomůže lehce pochopit procesy a usnadní spolupráci mezi IT oddělením a businessem.Nejprve autor specifikuje hlavní výzkumné otázky a provede rešerši literatur. Poté se autor zaměří na MMABP metodiku a na postup návrhu procesů. Dále uvede procesy incident a change managementu spolu s funkcemi a rolemi. V závěru autor provede analýzu procesů ve vzorové společnosti a provede modelování procesů pomocí MMABP metodiky. Hlavním přínosem této iniciativy pro IT Service Management je jasné pochopení a jednoznačně definování procesů. |
Keywords: | ITIL; incident management; change management; analýza procesů; modelování procesů; MMABP |
Information about study
Study programme: | Aplikovaná informatika/Informační systémy a technologie |
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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: | 30. 1. 2018 |
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Date of submission: | 29. 4. 2019 |
Date of defense: | 3. 6. 2019 |
Identifier in the InSIS system: | https://insis.vse.cz/zp/64609/podrobnosti |