|
|
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.
|
|
|
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).
|
|
| |
|
| |
|
|
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).
|
|
|
Business plan of the startup company
Meszner, Petr ; Novotný, Ota (advisor) ; Daněk, Lukáš (referee)
This thesis aims on creating a business plan based on methods verified by practices as well as using modern agile principles. The business plan is oriented towards an effective management support for house unit owners associations, housing cooperatives and selected business subjects. The objective of this work is creating a business plan and prototype of product for newly established start-up company using helpdesk application for managing inquiries and solving problems of clients. First part of this thesis summarizes fundamental problems, issues and terms connected to this thesis. Second part introduces business plan for Start-up Company, and third part focuses on creating prototype of helpdesk application used to realize the business plan in practice.
|
|
| |
|
|
Information System for Help Desk
Havelka, Ondřej ; Merunka, Vojtěch (advisor) ; Josef, Josef (referee)
The goal of this thesis is to design and implement information system for Help Desk purposes. In the first part there are specifications of theoretical bases, standard procedures and contracts concerning Help Desk operation and also summary of advantages and requirements of such system. Second part contains description of parameters and processes using the BORM method. In the practical part is the implementaion of the designed system on the platform Microsoft Sharepoint 2010. The analytical part contains description of requirements to use this platform and description of functions which are used during the implementation. Final part contains description of the implementation itself. It is based on the parametrs and processes designed in the theoretical part and uses the Sharepoint functions described in the analytical part.
|
|
|
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.
|
|
| |
guest ::
