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Technical Assistance of Incident Management Support
Soukup, Zdeněk ; Květoňová, Šárka (referee) ; Kreslíková, Jitka (advisor)
The topic of this Master Thesis is Incident Management process as well as other processes which are inseparably linked to it, such as Problem Management, Change Management, Knowledge Management, etc. Main focus of this work is taken to the mentioned processes implementation in the real environment of the real company. Those processes are to be supported by selected information system whereas the selection itself is also part of the project. The processess are compared and optimized with use of Information Technology Infrastructure Library (ITIL).
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An ITIL Simulator Game Engine
Pučálka, Martin ; Křivka, Zbyněk (referee) ; Rychlý, Marek (advisor)
This master's thesis is focused on Information Technology Infrastructure Library (ITIL). Objective of the project was to analyze, design and implement a game engine, which would provide simulation of IT service operation in real or accelerated time or in turns. Basic part of the engine is a creators mode, which allows users to create custom IT services and specify their behaviour during operation, like the service would be used in real. Another part of the engine is a players mode and simple service desk. In this mode, players can take care of fluent operation of their services. Thanks to this, they can learn and train practices, which are described in ITIL.
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Support for Customers' Request Processing
Kalivoda, Vojtěch ; Rychlý, Marek (referee) ; Křivka, Zbyněk (advisor)
This thesis describes realization of the request support for customers' of company ALVAO. Main goal is to create a extension/module for the ALVAO Service Desk system, which will create a space for customers' ideas for improvement of the system. Besides adding new improvement ideas, customers are allowed to vote and create priorities by that. First, the thesis is focused on technology on which it is built ALVAO Service Desk. In the next part is analysis of the system itself. Followed by design of the extension and finally description of its implementation.
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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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Manage of internal Service desk in medium and large companies
Labant, Patrik ; Pour, Jan (advisor) ; Růžička, Bohuslav (referee)
This thesis is focused on managing the internal Service desk in medium and large companies. In the theoretical part is firstly defined what it's ICT service and how it is managed. It is followed by a characteristics of theoretical Framework ITIL, which deals with ICT services management. Then, a further theoretical framework COBIT is characterized, which also deals with the management of services, and these two frameworks are compared. The practical part consists of case study. A case study is based on analysis and evaluation of the current status of internally provided service Service desk at ALS Czech Republic. The analysis and evaluation is based on the knowledge and information contained in the theoretical part. The outcome of this work is general guidance for management of internally provided service Service desk in medium and large companies.
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Analysis of employees on the Service Desk
Matějeková, Táňa ; Novotný, Ota (advisor) ; Marek, Bohumil (referee)
The thesis Performance Analysis of employees on the Service Desk to be engaged in evaluating and rewarding performance of employees working on the Service Desk. The work is divided into two parts. The theoretical part examines possible ways of evaluating and rewarding performance of employees. The practical part proposes a solution which demonstrates the real performance of employees, set of financial rewards commensurate with their performance and propose the implementation of modified assessment and reward performance.
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Are the principles of ITIL service desk applicable to the environment of SME?
Semianenka, Yauheni ; Bruckner, Tomáš (advisor) ; Chlapek, Dušan (referee)
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.
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Knowledge management in conditions of globally outsourced Service Desk
Halamíček, Jan ; Říhová, Zora (advisor) ; Svatá, Vlasta (referee)
The goal of this diploma thesis is to translate theoretical concepts of knowledge management into the context of providing end user support by the service desk. It strives to define specifics caused by globalized and outsourced way of providing customer service. The thesis extends the traditional interpretation of knowledge management in this field by setting up a balanced view regarding both explicit and tacit knowledge and considers also appropriate tools and methods for its efficient creation, maintenance and sharing. Final part contains a case study, showing those applied concepts in practice of a company. The thesis is concluded by a set of generally usable recommendations for more effective management of customer support knowledge.
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