Implementation and Delivery of Integrated IT Service Management solution using ServiceNow platform

The main goal of this master thesis is to implement a solution for the integration of IT services management entities, which will facilitate the operational activities of IT support workers that are making sure that the proper level of IT services is delivered. And, more importantly, to implement such a solution that will allow to do it efficiently and be economically reasonable.The master thesis will consist of theoretical and practical parts. The theoretical part would describe the conceptual and technological background that is necessary to further understand and assess the value of the practical part. It will contain the following topics: Information systems, Cloud computing, IT Service Management, ServiceNow and integrations. The practical part would then provide the overview of the business environment, the analysis of the old utilized solution, based on which the proposal on the reimplementation would be presented and the new solution would be designed and developed. And last but not least, the new solution would be evaluated and compared to the existing one in terms of usability, cost saving and functionality. The secondary goal of this paper is to get more educated and experienced in all stages of ITSM integrated solutions delivery. Author sees this thesis as a big opportunity to improve his both business and technical abilities.