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Implementácia metodiky (rámcov) ITIL pre Helpdesk MENDELU
 Jantulíková, Michelle
This diploma thesis deals with the analysis of the Helpdesk of Mendel University, the procedures and processes used in everyday operation as well as the tools used for this and the implementation of the ITIL methodology in this environment. BPMN and flowcharts used in the analysis, design and implementation were created using Enterprise Architecture and Visual Studio Code was used to work with the codes. The Emersion content management system was used to deploy websites and web applications to the university testing environment. The implementation also concerned the OTRS ticket management tool. The work analyzed the current state of IT Services Management, ITIL methodology as well as the current state of the Helpdesk of Mendel University. All knowledge was used in the design of implementation and subsequent implementation. Finally, the benefits and risks were evaluated and the approach to future implementations was set.
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