|
|
Manage of internal Service desk in medium and large companies
Labant, Patrik ; Pour, Jan (advisor) ; Růžička, Bohuslav (referee)
This thesis is focused on managing the internal Service desk in medium and large companies. In the theoretical part is firstly defined what it's ICT service and how it is managed. It is followed by a characteristics of theoretical Framework ITIL, which deals with ICT services management. Then, a further theoretical framework COBIT is characterized, which also deals with the management of services, and these two frameworks are compared. The practical part consists of case study. A case study is based on analysis and evaluation of the current status of internally provided service Service desk at ALS Czech Republic. The analysis and evaluation is based on the knowledge and information contained in the theoretical part. The outcome of this work is general guidance for management of internally provided service Service desk in medium and large companies.
|
|
|
The analysis of discussion forums helping users with infected computer
Labant, Patrik ; Pavlíček, Luboš (advisor) ; Bruckner, Tomáš (referee)
This work is focused on discussion forums, when they are viewed as a means (one of the methods) for malware removing from computers. In the theoretical section, the assumptions and actions that precede to the successful removal of malware from a computer are firstly described. It is based on adequate knowledge of users about computers, when there is a list of options, mentioned in the text, where users can acquire this knowledge. Next, this section describes the symptoms of strange computer behavior that may be caused by malware. It is followed by characteristics of selected types of malware and list of options where users can solve their problems with infected computer. At the end of theoretical part is a list of preventive measures to prevent infection of computer by malware. The practical part is mainly devoted to the analysis of discussion forums, where the common characteristics of the majority forums are firstly described, and subsequently three forums are selected and analyzed in detail, based on the list of common characteristics with a focus on mentors (moderators) on this forums, their activities and qualifications, and focused on the procedures for dealing with malware infected computer.
|
guest ::
