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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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System for Service Level Agreement Management
Drozd, Radek ; Burgetová, Ivana (referee) ; Rychlý, Marek (advisor)
This thesis explores the topic of service level agreements management according to IT Infrastructure Library as a structured document. First of all ITIL in general is briefly described, analysis and a structure of SLA is then defined. This is a base for conceptual model definition. Later design and implementation of a web service and a client web application are presented. Both applications will be used as a tool in the course being held by our faculty.
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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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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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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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System for Service Level Agreement Management
Drozd, Radek ; Burgetová, Ivana (referee) ; Rychlý, Marek (advisor)
This thesis explores the topic of service level agreements management according to IT Infrastructure Library as a structured document. First of all ITIL in general is briefly described, analysis and a structure of SLA is then defined. This is a base for conceptual model definition. Later design and implementation of a web service and a client web application are presented. Both applications will be used as a tool in the course being held by our faculty.
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The increasing performance of Platform as a Service using virtualization
Schramm, Michal ; Voříšek, Jiří (advisor) ; Sokolovský, František (referee)
This thesis discusses the increasing performance of Platform as a Service using virtualiza-tion. It focuses on the new trends in the provision of IT services, which is virtualization. Possibility of huge savings and improvement of performance of the hardware is interesting for every company, that's why a lot of companies want to migrate to the vir-tual infrastructure. The first part defines IT service and its categories. It describes the development of IT service and brings definitions based on multiple resources. The second part characterizes cloud computing services. This part focuses on the actual composition of the various forms of technology deployments and distribution models. Further focuses on the main benefits and disadvantages of the types of cloud computing. The focus of third part is virtualization. This part presents a five-step procedure for that matter the transition to virtualization. Chapter helps to understand the value that may pose to the enterprise virtualization. The fourth section deals with virtualization in a particular environment. This part brings specific solution of infrastructure virtualization together with the creation of the virtual machine for a new user.
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Matters of definition of application business owner role
Hák, Martin ; Svatá, Vlasta (advisor) ; Novák, Richard (referee)
This thesis maps the situation in information technology management on the interface between informational services delivery and business users with focus on one of the key roles -- service owner. From the theoretical point of view it's done on the basis of common IT methodologies, from the practical point of view on the basis of comparison of four insurance companies. The thesis concludes possible definitions of the role with regard to benefits achievable for the studied companies.
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Solution Delivery Preocess using BMC Remedy products
Škramlík, Jan ; Pavlíček, Antonín (advisor) ; Böhmová, Lucie (referee)
The goal of this thesis is creation of methodology for repeatable transformation of customer business needs and goals resulting from company IT strategy to system functionality and process implementation in Business/IT Service Management projects using BMC Atrium and Remedy products. This methodology will be based on existing project management methodologies PRINCE2 and SCRUM. In the thesis I also refer to parts of ITIL v3 process framework. The aim of the thesis is to provide a project delivery framework for IT Consultancy organizations. The framework will foster efficient planning, tracking and communication of requirements and deliverables between IT Consultancy and their customer during entire project lifecycle and will therefore enable repeatable and consistent high quality delivery of customer success.
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Price models and SLA for shared services of data centers
Štefek, Ivan ; Voříšek, Jiří (advisor) ; Bruckner, Tomáš (referee)
Thesis Price models and SLA for shared services of data centers has as objective to establish best practice, so-called "best practices" of SLA and price models for data center services. Work is divided into two parts, theoretical and practical part. The theoretical section is wants to familiarize the reader with the basic concepts such as outsourcing, reasons and risks of use. I describe the base models for providing IT services as well as pricing models for services as described in the literature. I will focus on data centers and TIER standard categorization, too. The practical part is based on an analysis of information that I got from an interview with the experts working for the biggest data center companies in the Czech Republic. Based on this information, I tried to compile the best practices for creating pricing models for data center services that are actually used in practice. Specifically, the server housing, server hosting and virtual server services. Also, for these services create an SLA that can be used by some data center company in the Czech Republic.
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