Modeling incident and change management processes with MMABP methodology

Thesis title: Modeling incident and change management processes with MMABP methodology
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
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
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
Date of submission: 29. 4. 2019
Date of defense: 3. 6. 2019
Identifier in the InSIS system: https://insis.vse.cz/zp/64609/podrobnosti

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