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Assessment of Information systems quality
Weberová, Pavla ; Svatá, Vlasta (advisor) ; Říhová, Zora (referee)
This thesis is engaged in Information Systems quality, because the accent on quality is present trend. In this thesis is defined the term of "Quality of Information System" and the most important standards are described. Further the ways of quality assessment -- certification and audit are put near. The procedure of the quality audit is proposed. Also this thesis containes patterns of the checklists for the quality audit
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Implementation and Evaluation of IT Governance in Organizations
Tarbajovský, Maroš ; Svatá, Vlasta (advisor) ; Megela, Mario (referee)
The main objective of this thesis is to meet Governance as a new approach in company organization, especially in IT sector. The idea is about harmonization of IT and business strategy, that should ensure achieving company goals and missions, and lead company in the right direction of advancement, what is directly connected with implementation of relevant measures of IT processes. As chapter "Governance", is describing how this approach should by ensure in whole organization on a different levels. We can translate Governance as implementation of certain best practices and procedures that lead company to process standardization and formalization. The most exercising methodologies and guidelines in IT sphere as ITIL, Val IT, CobiT, ISO 27000 are reviewed in thesis. By these methodologies organizations should be able to better optimize processes and accomplish regulation frame in particular industry. Another very important contribution of process standardization is by providing better possibilities for measurement and assessment, that is reviewed in chapter "Evaluation of IT processes performance". There is also transparent guideline which provides a simple steps procedure how to implement IT Governance in organization using CobiT and Vat IT. As this branch is relatively "young", especially in Czech Republic, management is still familiarizing with it. Last chapter is dedicated to analyze approach to ITG in Czech Republic banking sector.
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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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Wireless network management of the smaller internet service provider
Hopian, Martin ; Pavlíček, Luboš (advisor)
This Bachelor thesis discusses IT issues of the small WISP. It focuses mainly to the scope of IT services providing. Because of the complication of the network management, providers utilize different types of systems, that provide high level of network management and also saves work-time needed. After the initial observation of the issue I will describe one of the most widespread de facto standard of the IT management -- ITIL (IT Infrastructure Library). This thesis is addressed to only one part of the ITIL library - Service Support. This part provides collection of recommendations how to deal with support of single IT processes and how to support them by the used systems. Next I will describe two Czech Made complex systems that are widely used in the wireless network administration segment. After all I would like to evaluate them in respect to the ITIL utilization.
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IT Governance
Šimková, Hana ; Svatá, Vlasta (advisor) ; Ganoczy, Eduard (referee)
IT governance (control of information technology) is a frequently discussed topic today which represents current needs to take control of IT, judge impacts of all resolutions and lead up investments running to the information technology. It is very important for both small and large organizations to have IT which encourages business strategy and helps to meet objectives of a company. The theoretical part of this paper is focused on characterization of the main areas, benefits, rules and various definitions of IT governance. Then the paper deals with legislative instruments and main frameworks of the IT governance. Reasons for the implementation and difficulties that IT governance brings are also defined there. The second part of this paper, which is practically oriented, deals with evaluation and analysis of the current situation in the organization named Unicorn. This part focuses in particular on the maturity assessment of selected IT processes according to Cobit methodology.
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ServiceDesk and its role in ITIL
Suchá, Ivana ; Kacerovský, Jiří (advisor) ; Bruckner, Tomáš (referee)
This paper is concerned with the Service desk function, as described in IT Infrastructure Library (ITIL). It's divided into two parts -- theoretical and practical. The first part gives an overview of the ITIL framework and the core processes of IT Service Management. Mainly, it focuses on the Service Desk function, its role, benefits and relationship to other ITIL processes. The second part contains a case study from the IT environment of the Czech National Bank, which identifies the benefits of Service Desk implementation in practice.
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Investiční rozhodování v IT a ROI jako prostředek měření přínosů ITSM pro business
Zakharenkava, Sviatlana ; Voříšek, Jiří (advisor) ; Tolar, Jan (referee)
The Diploma Thesis is dealing with questions of investment decision-making in the area of IT and can be a complete guidance on the basic concepts of decision-making on the investment projects, methods of financial evaluation of such projects and the ways of its application in the sphere of IT. It is mainly aimed on the projects dealing with internal processes in IT organizations and optimalization of its management ? IT Service Management (ITSM). The paper deals with existing methodologies and standards applicable to IT Service Management and closely works with the latest library of best practices ITIL V3. The introduction gets the reader into the basics of the IT management, introduces the existent market standards and creates a liaison between the IT and business in questions of investments. The second part pays attention to the principles of ITSM and describes the benefits that can process optimalization bring to the company. The third chapter opens up the IT investment topic and introduces various methodological concepts and models used not only in the classical financial theory, but in the modern management practice as well. It offers a basic overview on the methods of investment project evaluation, e.g. Net Present Value (NPV), The Payback Period Method, The Internal Rate of Return (IRR), The Profitability Index, and the most popular one ? Return on Investment (ROI). The following chapter applies the measure of Return on Investment (ROI) to the projects of ITSM implementation according to ITIL. It shows the basic principles of the method usage, describes its main components and introduces the way of identification and evaluation of the benefits, which those projects bring to the business. Gained knowledge is based on the real practical examples ? several worked-out business cases created for the customers of the Hewlett-Packard Company. The last part of this chapter shortly describes several software tools for building the similar business cases and their own methodology. The last chapter in devoted to the situation on the local and world market and addresses the practical application of the methods of IT projects evaluation in the companies. The conclusion then summarizes important parts and key elements of the paper.
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IT GOVERNANACE AT THE MINISTRY OF FOREIGN AFFAIRES OF THE CZECH REPUBLIC: SYSTEMIC APPROACH AND FIELD IMPLEMENTATION
Protiva, Tomáš ; Pour, Jan (advisor) ; Pilař, Luboš (referee)
The diploma thesis reacts on the interest of the Czech foreign ministry IT department to get an overview of ITIL 2 and COBIT 4.1 world-wide acknowledged IS/IT management best practice libraries. Both libraries are put in the framework of IT Governance theory and practice. COBIT is presented as world ITG standard, meaning the alignment of organization's strategic goals and IT goals. It is focused on organizations, where the shift of IT perception towards a strategic partnership with the business is driven by top-down board initiative. On the other hand, the ITIL core texts Service Support and Service Delivery are treated as a standard of IT service management, suitable as a framework to establish processes within the foreign ministry's IT department. Three alternative implementations of the two libraries are shown, in a situation of non-existent process management and information architecture. Moreover, the IT Governance initiative has a bottom-up character. The first variant connects ITIL and COBIT process models to the goals and projects outlaid in the 2008-2010 IT Strategy draft (IT BSC was used in the strategy to set up goals). The COBIT processes are aligned to the IT BSC domains and projects; further on, more detailed ITIL tools are assigned to the COBIT processes using the toolbox [IT GOVERNANCE INSTITUTE; OFFICE OF GOVERNMENT COMMERCE. Aligning COBIT, ITIL and ISO 17799 for Business Benefit]. As the projects formulated in the IT Strategy don't focus on the fundaments of process management, a stepwise approach to document the current processes using the ITIL: Service Support and Service Delivery framework is suggested. The second variant came into reality in mid 2008: COBIT has been used without success to estimate users' preferences. The reasons of the failure are discussed. Czech translation of COBIT 4.1 maturity models by the author intended to use as one of the tools in the opinion poll is attached as Annex 2. The last variant is not directly aligned to the problems of foreign ministry's IT/IS, but it is the most pragmatic guide to the implementation of the libraries. As an external help desk has been already launched, I suggest the establishment of ITIL Incident Management and Problem Management processes, supported with a CMDB configuration database.
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