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API for ITIL Service Desk Systems
Širůček, Pavel ; Křivka, Zbyněk (referee) ; Rychlý, Marek (advisor)
Main focus of this thesis is creating workaround for ITIL processes in service desk systems. As a objective with highest priority was to choose service desk systems, then create interface which can make possible communication between service boards and selected processes. I described also in generally meaning ITIL library, common service desk functions and important ITIL processes. Management of incidents, problems, changes and configurations is based on a set of processes, which are able to manipulate with interface. Web services are main tool of implemented API for working with these processes. In conclusion are also presented several scenarios to demonstrate communication between clients and service across the board created interface.
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API for ITIL Service Desk Systems
Širůček, Pavel ; Křivka, Zbyněk (referee) ; Rychlý, Marek (advisor)
Main focus of this thesis is creating workaround for ITIL processes in service desk systems. As a objective with highest priority was to choose service desk systems, then create interface which can make possible communication between service boards and selected processes. I described also in generally meaning ITIL library, common service desk functions and important ITIL processes. Management of incidents, problems, changes and configurations is based on a set of processes, which are able to manipulate with interface. Web services are main tool of implemented API for working with these processes. In conclusion are also presented several scenarios to demonstrate communication between clients and service across the board created interface.
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Enhancements of ServiceNow Discovery in application dependency mapping and application configuration
Toman, František ; Bruckner, Tomáš (advisor) ; Nosek, Josef (referee)
The main focus of this paper is to improve the ServiceNow Discovery tool in two areas. The first one is the Application Dependency Mapping (ADM). ServiceNow is currently not able to determine the type of the relationship between two applications. As a solution, a new application was designed and implemented. It enables human element to define the type of relationship before it is found by the Discovery. This application also makes it posiible to define rules, which affect the behaviour of ADM. Second area, taken into account in this paper, is the discovery of application configuration. Weaknesses of Discovery are identified and solution is implemented.
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