Consolidation of Incident Management after an acquisition in the banking sector
| Thesis title: | Konsolidace Incident Managementu po akvizici v bankovním sektoru |
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| Author: | Sosnovský, Adam |
| Thesis type: | Diplomová práce |
| Supervisor: | Drga, Jaroslav |
| Opponents: | Bruckner, Tomáš |
| Thesis language: | Česky |
| Abstract: | Tato diplomová práce se zabývá porovnáním Incident Management procesu zkoumaných společností s doporučeními uváděnými rámcem ITIL V3 a ITIL V4. V práci jsou nejprve definovány základní pojmy, které s diplomovou prací souvisí. Dále jsou popsána doporučení, která k Incident Managementu ITIL uvádí. V další části jsou představeny zkoumané společnosti a také způsob fungování jejich Incident Management procesu. Na základě těchto informací jsou určené best practices porovnány se současným stavem procesu obou společností pomocí GAP analýzy. Z analýzy jsou vymezeny problémy, se kterými se obě společnosti potýkají. Na každý problém jsou autorem navrhnuta doporučení, kterými tyto problémy řešit. Dále se práce věnuje návrhu řešení, jak proces obou společnostní sjednotit. Smysluplnost jednotlivých doporučení je poté ověřena s vybranými stakeholdery. |
| Keywords: | proces; Incident Management; incident; best practice; ITSM; ITIL |
| Thesis title: | Consolidation of Incident Management after an acquisition in the banking sector |
|---|---|
| Author: | Sosnovský, Adam |
| Thesis type: | Diploma thesis |
| Supervisor: | Drga, Jaroslav |
| Opponents: | Bruckner, Tomáš |
| Thesis language: | Česky |
| Abstract: | This diploma thesis deals with the comparison of the Incident Management process of the investigated companies with the recommendations given by ITIL V3 and ITIL V4 frameworks. The thesis first defines the basic terms that are related to the diploma thesis. The recommendations given by ITIL for Incident Management are also described. In the next part, the investigated companies are presented, as well as how their Incident Managements process works. Based on this information, best practices are determined and compared with the current state of the process of both companies using GAP analysis. From the analysis, the problems faced by both companies are defined. For each problem, the author recommends how to solve the problems. Furthermore, the thesis is devoted to the proposal of a solution by which process of both companies is unified. The meaningfulness of individual recommendations is then verified with selected stakeholders. |
| Keywords: | ITIL; ITSM; process; best practice; incident; Incident Management |
Information about study
| Study programme: | Informační systémy a technologie/Řízení podnikové informatiky |
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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: | 23. 10. 2022 |
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| Date of submission: | 3. 12. 2023 |
| Date of defense: | 19. 1. 2024 |
| Identifier in the InSIS system: | https://insis.vse.cz/zp/82473/podrobnosti |