Yauheni Semianenka

Master's thesis

Are the principles of ITIL service desk applicable to the environment of SME?

Are the principles of ITIL service desk applicable to the environment of SME?
Abstract:
Účelem mé diplomové práce bylo analizovat požadavky na implementaci service desku z hlediska rámce ITIL, identifikovat specifiké požadavky SME firem a taky zkusit navrhnout ITIL service desk vhodný pro SME. V mé practické části bych chtěl vytvořit funkční model service desku který by odpovídal zásadám ITILu a obsahoval Incident, Request, Change a Problem Management procesy implementované v sotware …more
Abstract:
The goal of my master's theses was to analyze the requirements of the ITIL framework for a service desk implementation, identify specifics of SME companies and to try to scale down the ITIL implementation of a service desk to the size applicable to SME. In my practical part I'd like devise a functional model of the ITIL compliant service desk featuring Incident, Request, Change, and Problem Management …more
 

Keywords

ITSM nástroje Jira ITIL Malé a střední podniky

Keywords

Jira Service Desk SME ITIL
 
Language used: English
Date on which the thesis was submitted / produced: 20. 12. 2011
Identifier: http://www.vse.cz/vskp/eid/38544

Thesis defence

  • Date of defence: 26. 8. 2013
  • Supervisor: Tomáš Bruckner
  • Reader: Dušan Chlapek

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http://www.vse.cz/vskp/eid/38544