ITIL implementation in a small-sized IT Organization

Emir Rassulov

Master's thesis

Abstract:

The main purpose of master thesis was the implementation of ITIL methodology and processes to Company X to eliminate the problem of internal communication, organize work better and better understand customers, and prove that ITIL is proper one. In the theoretical part, the author analyzed the current situation of the enterprise with highlighting the most important problems. Based on interview and questionnaire results, the most widely used and well-known methodologies and processes were analyzed, according to which it is possible to create a high-quality and functional product and provided to stakeholders with reasoned decision on choosing of right framework.In the practical part, the author proposed software and processes with new roles in the enterprise and documented implementation steps with specific timelines, i.e. prepared a concrete action plan for implementation of ITIL best practices by using Gantt chart to manage and schedule the Implementation period.This master thesis helped to find out that employees and stakeholders recognize existing findings on positive effects such as: clear roles, structured workflow, predictability of services and increased collaboration. Since the company has not yet implemented ITIL, findings on whether ITIL had any effect on the Company X is lacking, on the other hand there is an analysis of the situation of the company and an understanding of future changes with their validity.Before implementation the methodology into the IT organization, the author recommended the implementation of a pilot project. This pilot implementation will serve as a motivation factor for both IT staff and IT clients, as well as a useful tool for testing problems that will be arisen, and after the completion of the pilot implementation it will be possible to rationally evaluate the costs of the proposed project, as well as its impact.According to the author, when the processes are implemented, the company as a whole will begin to understand better the needs of the client and will help bring the quality of IT services to a new level.

Abstract:

The main purpose of master thesis was the implementation of ITIL methodology and processes to Company X to eliminate the problem of internal communication, organize work better and better understand customers, and prove that ITIL is proper one. In the theoretical part, the author analyzed the current situation of the enterprise with highlighting the most important problems. Based on interview and questionnaire results, the most widely used and well-known methodologies and processes were analyzed, according to which it is possible to create a high-quality and functional product and provided to stakeholders with reasoned decision on choosing of right framework.In the practical part, the author proposed software and processes with new roles in the enterprise and documented implementation steps with specific timelines, i.e. prepared a concrete action plan for implementation of ITIL best practices by using Gantt chart to manage and schedule the Implementation period.This master thesis helped to find out that employees and stakeholders recognize existing findings on positive effects such as: clear roles, structured workflow, predictability of services and increased collaboration. Since the company has not yet implemented ITIL, findings on whether ITIL had any effect on the Company X is lacking, on the other hand there is an analysis of the situation of the company and an understanding of future changes with their validity.Before implementation the methodology into the IT organization, the author recommended the implementation of a pilot project. This pilot implementation will serve as a motivation factor for both IT staff and IT clients, as well as a useful tool for testing problems that will be arisen, and after the completion of the pilot implementation it will be possible to rationally evaluate the costs of the proposed project, as well as its impact.According to the author, when the processes are implemented, the company as a whole will begin to understand better the needs of the client and will help bring the quality of IT services to a new level.

Keywords

ITSM, ITIL, service support, change management, service level management, incident, incident management, problem management, service level agreement

Keywords

change management, ITIL, service support, ITSM, service level management, incident management, service level agreement, incident, problem management

Language used: English

Date on which the thesis was submitted / produced: 9. 5. 2019

Thesis defence

• Date of defence: 8. 6. 2020
• Supervisor: Antonín Pavlíček
• Reader: Martin Potančok

Vysoká škola ekonomická v Praze

Master programme / field:
Aplikovaná informatika / Information Systems Management