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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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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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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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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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The Application of Fuzzy Logic for Evaluation of Quality of Customers
Paul, Lukáš ; Studený, Aleš (referee) ; Dostál, Petr (advisor)
Master thesis deals with the evaluation of the quality of customers of the company ALVAO, s.r.o., using fuzzy logic. MS Excel and MATLAB programs were used for this evaluation, in which models will be created and programmed. The introductory part of the work is devoted to the theoretical background, which is necessary for understanding the whole issue. The second part of the work presents the company ALVAO, s. r. o.. In the design, main, part of the work are processed fuzzy models and a demonstration of the evaluation of real customers of the company.
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ALVAO Service Desk Data Analysis and Reporting
Václavík, Marek ; Novák, Lukáš (referee) ; Kříž, Jiří (advisor)
The diploma thesis focuses on the analysis of the current state of reporting and data analysis of the ALVAO Service Desk system in the company's internal operation. Based on the findings of deficiencies, a new method of reporting and data analysis on the Microsoft Power BI platform is proposed. The proposal includes the entire Power BI feature cycle from data accessing to sharing.
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ALVAO Service Desk Data Analysis and Reporting
Václavík, Marek ; Novák, Lukáš (referee) ; Kříž, Jiří (advisor)
The diploma thesis focuses on the analysis of the current state of reporting and data analysis of the ALVAO Service Desk system in the company's internal operation. Based on the findings of deficiencies, a new method of reporting and data analysis on the Microsoft Power BI platform is proposed. The proposal includes the entire Power BI feature cycle from data accessing to sharing.
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The Application of Fuzzy Logic for Evaluation of Quality of Customers
Paul, Lukáš ; Studený, Aleš (referee) ; Dostál, Petr (advisor)
Master thesis deals with the evaluation of the quality of customers of the company ALVAO, s.r.o., using fuzzy logic. MS Excel and MATLAB programs were used for this evaluation, in which models will be created and programmed. The introductory part of the work is devoted to the theoretical background, which is necessary for understanding the whole issue. The second part of the work presents the company ALVAO, s. r. o.. In the design, main, part of the work are processed fuzzy models and a demonstration of the evaluation of real customers of the company.
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