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HelpDesk - comparison of systems and implementation design of the chosen
Fiala, Petr ; Bruckner, Tomáš (advisor) ; Šedivá, Zuzana (referee)
In the theoretical part, I will explain what is a HelpDesk system, the principles of its functioning and ways of application. I will describe ITIL methodology with regard to its purpose and use including the description of important managements. The benefit of my paper will be the survey of the Czech market and comparison of HelpDesk systems with regard to their properties, price, price of support, position in the market, advantages and disadvantages, licenses and other important aspects. In the practical part, I will describe the way of implementing the selected HelpDesk system, its implementation in a company and technical equipment requirements.
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Configuration management
Pelikán, Robert ; Pour, Jan (advisor) ; Peka, Ondřej (referee)
My thesis is aimed at the problems of Configuration Management. Configuration Management is part of managing of information science management. Being part of it, it is very well described in different methodologies aimed at management of information science. Configuration Management is concerned with monitoring of company assets. In information technology it means mainly hardware and software equipment which is being used by the company. Knowledge of exact configurations of all these assets is very important mainly for providing user support, deploying new implementations or running audits. Situation in companies dealing with IT is, that many of such companies do not use Configuration Management at all, on a limited scale or are using some substitute method. Management of these companies usually realizes that it would be good to somehow align problems aligned with using of larger quantities of hardware and software. Often it is a situation when company does not use any methodologies for IT management and thus does not know that something like Configuration Management even exists. Goal of my thesis is to help future users of Configuration Management. I am trying to achieve this goal by analyzing particular components of Configuration Management complemented by my work experiences - I have been engaged in Configuration and Change Management during the majority of the last three years.
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