Original title:
Are the principles of ITIL service desk applicable to the environment of SME?
Translated title:
Are the principles of ITIL service desk applicable to the environment of SME?
Authors:
Semianenka, Yauheni ; Bruckner, Tomáš (advisor) ; Chlapek, Dušan (referee) Document type: Master’s theses
Year:
2011
Language:
eng Publisher:
Vysoká škola ekonomická v Praze Abstract:
[eng][cze] The goal of my master's theses was to analyze the requirements of the ITIL framework for a service desk implementation, identify specifics of SME companies and to try to scale down the ITIL implementation of a service desk to the size applicable to SME. In my practical part I'd like devise a functional model of the ITIL compliant service desk featuring Incident, Request, Change, and Problem Management processes based on the Atlassian Jira sotware. After completing the theasis I will answer a question - if it is possible to use ITIL in the SME segment.Účelem mé diplomové práce bylo analizovat požadavky na implementaci service desku z hlediska rámce ITIL, identifikovat specifiké požadavky SME firem a taky zkusit navrhnout ITIL service desk vhodný pro SME. V mé practické části bych chtěl vytvořit funkční model service desku který by odpovídal zásadám ITILu a obsahoval Incident, Request, Change a Problem Management procesy implementované v sotware Atlassian Jira. Na konci diplmové práce bych měl byt schopen odpovědět zdá je možné použítí ITIL v SME seg-mentu.
Keywords:
ITIL; Jira; Service Desk; SME; ITIL; ITSM nástroje; Jira; Malé a střední podniky
Institution: University of Economics, Prague
(web)
Document availability information: Available in the digital repository of the University of Economics, Prague. Original record: http://www.vse.cz/vskp/eid/38544