|
|
Practical Application of ITIL Methodology in the Field of Banking Applications Support
Tenzer, Adam ; Pour, Jan (advisor) ; Basl, Josef (referee)
The diploma thesis deals with the practical application of a wide-spread service management methodology ITIL in the banking applications support environment. The main goal of the thesis is to formulate recommendations which should in the future contribute to quality improvement and overall productivity increase of the application support in the chosen multi-national company. The theoretical part of the thesis includes a detailed multi-perspective literature review. Based on the review, benefits of using ITIL, its adoption rate across IT operational departments, implementation approaches and possibilities, or perceived shortcomings are identified. ITIL architecture characteristics are provided and IT service management is briefly explained. Furthermore, an agile methodology Kanban is introduced and it is clarified, how it can be seen in the context of ITIL and how it can be used for its extension.In the practical part the chosen company is described at first. Thereafter, an analysis of a current (as-is) state of the application support process is performed. The analysis relies on the data collected from internal documentation, interviews and personal observations. The data is used as a basis for a process model and SWOT analysis. Then an internal reorganizational project based on Kanban principles is described. The most important chapters contain two sets of recommendations. The first one proposes possible improvement steps for the internal project. The second one focuses on selected IT operations management parts (event management, incident management, request management, problem management). Key characteristics are described, metrics are listed, and finally recommendations for identified weaknesses in the chosen company are formulated.
|
|
|
Analysis and evaluation of communication streams in application support
Čihák, Michael ; Střížová, Vlasta (advisor) ; Kastner, Pavel (referee)
Diploma thesis is focused on evaluation of communication streams in the process of application support also known under the term IT support. Thesis is divided into three main parts: In the first part outlines the topic of application support. The definition of term, relation between business and IT and defining the position of application support in the process of information system development along with support services methodologies. The second part is focused on description of typical user of application support, from the side of sponsor as well as from the side of supplier. The following are the main communication streams between both sides as well as inside the supplier team. The third, practical part contains an analysis of application support on a specific project. Discussed are communication barriers, their impact including suggestions for improvement.
|
guest ::
