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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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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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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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Support for Incident and Problem Management on Computer Network at University of Economics
Bank, Michal ; Pavlíček, Luboš (advisor) ; Matuška, Miroslav (referee)
This diploma thesis is focused on incident and problem management on computer network at University of Economics, Prague. Its goal is to study available models used in network management, analyze current status of network management support tools used at University of Economics and design and implement an application for effective diagnosis of network incidents based on this analysis. Information about network management models will be acquired from available sources -- primarily ITIL v3 and also online information published on the Web. The final part of this thesis is a fully functional web-based application which will be used by helpdesk operators to support them in finding event information in historical log files. This application will then be deployed on servers in University of Economics, Prague.
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