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The Study of Systém and Process optimization of Service operation
Prokeš, Viktor ; Havlásek, Roman (referee) ; Jurová, Marie (advisor)
This thesis is oriented on the automotive industry with the focus on the domestic producer of the vehicles – the Škoda Auto Company. It describes the subject of business in the mentioned company and subsequently it refers to the current trends of the automotive market in the Czech Republic. On the basis of the analyses` results of the after-sales services allied with usage of the Škoda-products it will propose their possible future progression. Thereinafter will the thesis concentrate on the description of the existing after-sales processes focused on the „through-pass“ of the vehicle through the authorised Škoda Auto service. It deals with the analysis of the service systems in detail using the tight cohesion of them. Modern technologies used in the current vehicles put significantly higher demands on their maintenance, which call for the continual optimization of the service processes with the maximal utilisation effort of the feedback. The appropriate personnel have become the necessity. For these purposes it will be recommended the introduction of the electronic multipurpose memory devices intended for the data collection. In the next step will the after-sale-service process be described with the focus on the usage of these electronic memory vehicle-keys with the reference to the procedural simplification of the maintenance operations. The final part of the thesis will evaluate the general contribution of the proposed resolution for the service processes as well as their users.
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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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The Study of Systém and Process optimization of Service operation
Prokeš, Viktor ; Havlásek, Roman (referee) ; Jurová, Marie (advisor)
This thesis is oriented on the automotive industry with the focus on the domestic producer of the vehicles – the Škoda Auto Company. It describes the subject of business in the mentioned company and subsequently it refers to the current trends of the automotive market in the Czech Republic. On the basis of the analyses` results of the after-sales services allied with usage of the Škoda-products it will propose their possible future progression. Thereinafter will the thesis concentrate on the description of the existing after-sales processes focused on the „through-pass“ of the vehicle through the authorised Škoda Auto service. It deals with the analysis of the service systems in detail using the tight cohesion of them. Modern technologies used in the current vehicles put significantly higher demands on their maintenance, which call for the continual optimization of the service processes with the maximal utilisation effort of the feedback. The appropriate personnel have become the necessity. For these purposes it will be recommended the introduction of the electronic multipurpose memory devices intended for the data collection. In the next step will the after-sale-service process be described with the focus on the usage of these electronic memory vehicle-keys with the reference to the procedural simplification of the maintenance operations. The final part of the thesis will evaluate the general contribution of the proposed resolution for the service processes as well as their users.
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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.
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Statistical view on Service Desk
Kabátková, Jana ; Arltová, Markéta (advisor) ; Čejp, Vlastimil (referee)
The thesis is divided into three parts. In the first part we describe the theoretical basis for what we explain and analyze in practice in other parts of this thesis. In this section, we can find all stages of the service life cycle according to ITIL methodology (IT Infrastructure Library), which serves to all organizations involved in managing IT services. We focus mainly on the current version of ITIL V3, which is grouped in five books and gradually through the entire service life cycle. Whereas it is not used only one standard in practice, there are also described other methodologies which are often used. In the second part there is shown the practice of service delivery in IT area for company Pražská energetika a.s. There are mapped individual processes, roles and functions of one of the stages -- Service Operations. The primary goal of this section is a detailed description of the Service Desk function, where we compare theory with practice. In the last, third part we analyze obtained data, for the purpose to evaluate function of Service Desk. One of the objective of this analysis is a data prediction, which we will achieve by using time series. The results of this analysis will be provided to the company management.
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Implementation of ICT projects according to ITIL version 3
Krištofič, Michael ; Pavlíček, Luboš (advisor) ; Bruckner, Tomáš (referee)
This diploma thesis deals with the implementation of ICT projects according to the third release of internationally respected IT infrastructure library (ITIL v3). To be specific, it is about two projects executed by the Renault company -- ToIP which deals with the voice transmission using the data network and S.P.T. concerning workstations' standardization. The objective of this thesis is to describe the implementation process of both projects into the business life and to evaluate the processes and outcomes based on the ITIL v3 recommendations. This goal will be delivered by studying available theoretical materials, authors personal work experience from the position of IT support in Renault and by confrontation praxis with theoretical knowledge. The main benefits of this work are the evaluation of the implementation process correctness according to the ITIL best practices, eventual deficiencies revealing and possible improvement propositions. This work is divided into theoretical and practical part. First, theoretical part is then divided into two captures -- the opening section describes the ITIL v3 best practices with the main focus on Service Transition and Service Operation. Second section is dedicated to the VoIP (voice over internet protocol) technology, part of which is also theoretical knowledge of voice transformation into the digital form, components of VoIP network and the most frequently used architectures. Second, practical part focuses on the projects` implementation. In conclusion the implementation process will be confronted with the ITIL v3 and based on detected failures possible improvements will be proposed.
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