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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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Use of marketing in a chosen retail unit
SEDLÁKOVÁ, Soňa
The title of bachelor work is Use of marketing in a chosen retail unit. The main objective of this bachelor thesis is evaluation of using marketing in a chosen retail unit and potential proposal of change. The theoretical part is based on the analysis of professional literature and investigates basic terminology, such as requirement, wish, needs, marketing and retail unit. In the practical part is analyzed chosen retail unit, specifically Flosman in Počátky. Information about this retail unit was collected through structured interviews with store managers and through marketing research. In conclusion, the information was evaluated and proposed changes.
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Requirements analysis and design of IS - case study
Plechatý, Radek ; Oškrdal, Václav (advisor) ; Pavlíček, Antonín (referee)
The aim of the thesis is to acquaint the readers with the concept of acquiring requirements for the information system design. The theoretical part of the thesis defines what a requirement is, what different types of requirements there are, the structure of the requirement catalogue and the role of an analyst while acquiring user requirements. The theoretical part then describes methods used to acquire and record requirements. The practical part applies the discussed topics to real life organization. The two most effective methods for acquiring and recording requirements are selected for this organization. The organization undergoes a requirement analysis with the use of these methods. Requirement catalogue is created based on this analysis. The catalogue will assist in designing a new information system for the organization.
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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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Special models of the theory of queue
Otarbayeva, Zhamilya ; Kořenář, Václav (advisor) ; Šindelářová, Irena (referee)
Abstract Title: Special models of the theory of queue Author: Zhamilya Otarbayeva Department: Department of Econometrics Supervisor: Ing. Václav Kořenář, CSc. The main aim of this work is describe more complicated queuing models. Firstly I described the models with priority. There are mentioned three types of them: relative, absolute and dynamic. For describing I used formulas and examples from people's life for showing situations where we can meet such kind of queuing models. The second theoretical part contains description of non-Poisson models. I explain four of them: model with Erlang's input and exponential service time, Poisson's input with Erlang's service time, deterministic and general distributions. There are shown formulas for average waiting time in queue, average number of requests in queue and in the system. In practical part are illustrated examples for some models, which were described. The main characteristics of the queuing system are mentioned in the first chapter of this work.
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Software requirements in banking
Janoušková, Irena ; Pavlíčková, Jarmila (advisor) ; Maryška, Miloš (referee)
This diploma thesis deals with the areas of requirements management in large organizations, especially banks. Bank projects have their own characteristics, as well as the banking environment as such. The paper will analyze the problem of requirements management in general and during description of best practices and methodological procedures attention will be drawn to the peculiar characteristics of the banking environment. This thesis focuses mainly on methodological and personal aspects of requirements management - the role of the analyst and the requirements management methodology. One of the main goals is selection of requiremets management methodology suitable for use in banks. Other important objectives are the description of best practices and mapping of the description of requirements management in the most widely used software development methodologies. The paper can serve as a textbook for junior analysts and other team members, or as a reference guide. Well-educated analyst and knowledgeable project team members enhance probability of a successful completion of the project and objectives achievement within set deadlines, budget and to everyone's satisfaction.
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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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Software requirements engineering and implementation of IS/ICT project requirements
Kinská, Marcela ; Stanovská, Iva (advisor) ; Selčan, Vladimír (referee)
This diploma thesis defines the issue of software requirements engineering and the implementation of software requirement into IS/ICT projects. One of the aims is to highlight the importance of systematic requirements management to successful IS/ICT projects. The theoretical part of thesis includes requirements definition, requirements typology and qualitative parameters of good requirement and actors, that are involved into the process of requirements management. The practical part of this thesis defines the process of requirements management general accepted methodologies of as it is specified in the internationally recognizable methodologies. Author's own contribution is the definition of a methodological process for managing requirements specifications, based on rigorous methodologies and extended to reflect author's practical experience. Methodological approach is tailored to the needs of smaller software companies and small to medium scale IS / ICT projects, and, if necessary, is further extendable. Another practical benefit of this thesis is the recommended methodology for change management requirements. Proposal process is based on the ITIL set of best practices; sub-threads are adapted to be able to meet the change management requirements and the broader business environment infrastructure. This methodology emphasizes an individual approach to the requirement. There is a recommendation of appropriate software tools for development and management requirements support divided into partial ITIL processes.
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METODIKA PRÁCE BUSINESS ANALYTIKA NA DLOUHODOBĚ TRVAJÍCÍCH PROJEKTECH
Pelc, Jiří ; Buchalcevová, Alena (advisor) ; Klimeš, Jiří (referee)
Dlouhodobě trvající projekty patří do kategorie projektů majících zvláštní charakteristiky. Tato diplomová práce obsahuje mimo jiné studii situace příkladu existujícího dlouhodobě trvajícího projektu a poukazuje na důležité okolnosti, které ovlivňují práci role business analyst (byznys analytika). Na základě studia konkrétního případu je prezentován koncept nové metodologie pro roli byznys analytika, jehož cílem je práci této role zpřehlednit a zefektivnit. Byznys analytik jako role je zkoumán z hlediska postupu jeho činností, vztahu k ostatním projektovým rolím a také k zákazníkovi a ostatním rolím zainteresovaným na projektu. Nový návrh metodiky je zaměřen na minimalizaci problémů a rizik identifikovaných v rámci studia případového projektu. Definuje rozsah činností byznys analytika a techniky, jakými jsou tyto činnosti vykonávány. Celá metodika je podpořena specifikací dokumentů relevantních pro práci byznys analytika, což představuje zejména dokumenty pro samotnou správu požadavků, řízení toku nových požadavků, specifikaci řešení pokrývajících požadavky a hodnocení naplnění zákazníkových očekávání. Všechny části práce jsou zpracovány s ohledem na specifika prostředí dlouhodobě trvajících projektů, kde je zvýšená míra fluktuace členů projektového týmu a nemožnost dlouhodobě alokovat zkušené profesionály.
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