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ITIL in small and medium business
Pelcman, Jan ; Říhová, Zora (advisor) ; Dvořák, Martin (referee)
Presented thesis aims at possibilities of implementation of the ITIL best practice at small and medium businesses. The main target is to prove that this methodology can be used not only in big companies, but also in small and medium business sector. First part defines the conception of small and medium business and its specificity. It is concerned with basic definitions, which are used in the main text, such as a service, process, best practice etc. It also demostrates the need of managing IT and some ways how to do it. The second part dwell on ITIL itself, it describes its characteristics, history, it also discusses purpose and content of each ITIL book with emphasis on service operation books. The third part is about deployment of ITIL in SMB, conditions and process of implementation and it proposes some essential processes for small and medium business IT. Also it defines benefits of deployment of ITIL, its limitations and barriers. The final part is concerned about Incident Management implementation in a particular company, it describes the state before and after the implementation. It describes software support tool for this process, its possibilities and costs. At the end of this part an employee survey demonstrates the benefits of the Incident Management process and the SW support tool. It shows resulting improvement of IT support perception among the management and employees of the company.
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