Bc. Tomáš Frais

Master's thesis

Implementation of ISO/IEC 20000 Standard in IBM Rational Method Composer

Implementation of ISO/IEC 20000 Standard in IBM Rational Method Composer
Abstract:
Diplomová práce je věnována studiu oblasti managementu služeb informačních technologií (angl. ITSM) a mezinárodního standardu pro poskytovaní IT služeb -- ISO/IEC 20000. Práce popisuje doménu ITSM a zajištení kvality služeb obecně a shrnuje existující řešení a prostředí. Hlavní částí práce je vývoj procesního modelu založeného na ISO/IEC 20000 v nástroji IBM Rational Method Composer. Možná použití …more
Abstract:
The thesis is devoted to the study of the information technology service management (ITSM) discipline and the international standard for IT service provision -- ISO/IEC 20000. The paper describes ITSM and quality of service problems in general and summarizes existing solutions and frameworks. The main part of the work is development of a process model based on ISO/IEC 20000 in IBM Rational Method Composer …more
 

Keywords

ISO/IEC 20000 ITSM IBM Rational Method Composer quality of service process model kvalita služeb procesní model
 
Language used: English
Date on which the thesis was submitted / produced: 11. 1. 2010
Identifier: https://is.muni.cz/th/uevn8/

Thesis defence

  • Date of defence: 8. 2. 2010
  • Supervisor: RNDr. Jan Pavlovič, Ph.D.
  • Reader: RNDr. Matěj Štefaník

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