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API for ITIL Service Desk Systems
Širůček, Pavel ; Křivka, Zbyněk (referee) ; Rychlý, Marek (advisor)
Main focus of this thesis is creating workaround for ITIL processes in service desk systems. As a objective with highest priority was to choose service desk systems, then create interface which can make possible communication between service boards and selected processes. I described also in generally meaning ITIL library, common service desk functions and important ITIL processes. Management of incidents, problems, changes and configurations is based on a set of processes, which are able to manipulate with interface. Web services are main tool of implemented API for working with these processes. In conclusion are also presented several scenarios to demonstrate communication between clients and service across the board created interface.
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ITIL Simulator
Dvořák, Petr ; Očenášek, Pavel (referee) ; Rychlý, Marek (advisor)
This master's thesis presents analysis, design and implementation of an information system for supporting studying and practicing of selected methods described by Information Technology Infrastructure Library (ITIL) with focus on service design and service operation. In the form of a web application the thesis presents an uncommon approach to e-learning system development by extending the standard lecture part by game elements and interactive scenarios. Developed system allows creators to define services and tasks, such as incidents and problems caused by their operation, and evaluate reactions of responsible users. The application can be used by IT administrators or Service Desk managers to train new IT engineers or Service Desk operators.
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Implementation of JIRA in a selected company
Štalmach, Tomáš ; Pour, Jan (advisor) ; Basl, Josef (referee)
This diploma thesis deals with implementation of JIRA in a selected company. The aim of the thesis is to propose solution design for implementation of JIRA in order to support the processes of the company and also eliminate the problems occuring at present. The thesis is divided into three parts. The introduction of section provides a theoretical basis for the thesis, which consists of a description of the essential characteristics ADLM tools, analysis of the current competitors of the company Atlassian, which develops JIRA, and also description of the functionality of JIRA and plugins integrable with JIRA. The beginning of the second part consists of basic information about selected company, the defined processes and problems which new solution should eliminate. The core of practical part includes solution design for implementation of JIRA within the defined processes. The last part deals with the evaluation of implementation, proposal of possible improvements and generalization of experience gained in the implementation.
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Analysis and optimization of the Service Desk using BI
Gregor, Petr ; Novotný, Ota (advisor) ; Maryška, Miloš (referee)
The objective of this master thesis is to optimize a number of service desk operators in Atos IT Solutions and Services s.r.o. The thesis introduces a general and ITIL methodology definition of the service desk. The practical analysis section covers data mining in order to carry out an analysis and propose measures leading to optimal utilization of service desk employees. The method applied in the thesis allows a creation of service desk services demand predictions for any given period of time.
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Porovnání systémů na správu požadavků
Horáček, Marek ; Pavlíček, Luboš (advisor) ; Chocholatý, Drahomír (referee)
The aim of this thesis is to compare four trouble ticket systems in the field of information and communication technologies. The reader will step by step learn what requirements can appear and what processes are applied to solve them. Further, four selected systems will be described and evaluated based on pre-defined single critera and at the end, the systems will be evalutaed on the multicriterial basis.
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Support for Incident and Problem Management on Computer Network at University of Economics
Bank, Michal ; Pavlíček, Luboš (advisor) ; Matuška, Miroslav (referee)
This diploma thesis is focused on incident and problem management on computer network at University of Economics, Prague. Its goal is to study available models used in network management, analyze current status of network management support tools used at University of Economics and design and implement an application for effective diagnosis of network incidents based on this analysis. Information about network management models will be acquired from available sources -- primarily ITIL v3 and also online information published on the Web. The final part of this thesis is a fully functional web-based application which will be used by helpdesk operators to support them in finding event information in historical log files. This application will then be deployed on servers in University of Economics, Prague.
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