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General Methodology of IT Service Portfolio Management
Charvát, Josef ; Střížová, Vlasta (advisor) ; Pour, Jan (referee) ; Mikulecký, Peter (referee)
One of the key processes of IS/IT service provider is Service Level Management. IT service provider faces a problem how the services should be defined, how a balanced service portfolio should be set up and how the processes covering the service management should be designed to meet strategic goals of the organization. The thesis focuses on IS/IT service portfolio design and management with a particular focus on infrastructure services. General goal of the thesis is to support IS/IT service provider's activities directly linked with service level management, IT financial management and IT service portfolio design. The thesis puts together theoretical sources in the area of IT Governance, generally accepted methodologies and best practices, actual market trends and author's experience. The theoretical part maps current development in the field of IS/IT service management, summarizes relevant theoretical inputs, categorizes IS/IT services, gives an overview of the most commonly used pricing models and presents actual IS/IT market trends, such as SaaS or Utility Computing. The application part, which follows the theoretical part of the thesis, is built upon fundaments of key findings and conclusions of the theoretical part. Application section introduces a method of service level management transformation and a business model suitable for IS/IT service provider. Furthermore a process of IS/IT service portfolio design is introduced. The process is supported by an analytical tool, which enables analysis of provider's financial and infrastructure data. The output of the analysis is a set of scenarios of IS/IT service portfolio including revenue, costs and utilization of resources and technologies. Academic benefit is seen not only in the consolidation of relevant theoretical sources dealing with IT service design and management. The thesis also introduces frameworks for optimization of service level management process and a concept of a IT service provider's business model. A practical contribution of the thesis is seen in a process of IT service portfolio design supported by an analytical tool for provider's real data processing, covering demand, capacity, utilization and financials.
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Implementing SLM tools in corporate environment
Chaloupka, Vladimír ; Řepa, Václav (advisor) ; Ciprys, Martin (referee)
Tato práce si klade za cíl seznámit studenty i profesionály z oblasti IT o čem disciplína Service Management (SM) a proces Service Level Management (SLM) je v prostředí korporátní společnosti. Práce obsahuje příklady různých SLM nástrojů a metod, které jsou skutečně používány (například v manažerském nástroji typu Balanced Scorecard). Zvláštní důraz je kladen na překážky, jež mohou nastat a jak je překonat. Tak jako každá zkušenost toto je pouze jeden z přístupů k SLM, ale pokud přispěje k lepšímu osvícení čtenáře, pak splnila svůj cíl. K dosažení těchto záměrů využívám svých dvou a půl letých zkušeností z práce na projektech ve společnosti DHL a ostatních zdrojů popisujících teoretickou rovinu. První část mé diplomové práce poskytuje teoretickou znalost problematiky, druhá část pak převádí tyto znalosti do podnikové praxe.
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