Problematika implementace ITSM

Kateřina Lukavcová

Master's thesis

Problems of ITSM implementation

Abstract:

Cílem této diplomové práce je identifikovat problémy (slepé uličky) vznikající při implementaci problematiky popsané v knihách ITIL. Celou práci lze rozdělit na dva logické celky: teoretickou a praktickou část. Struktura teoretické části je navržena tak, aby čtenář postupně získával přehled o pozici ITSM/ITIL v oblasti metodik pro řízení IT služeb. V úvodu praktické části je uvedeno několik základních charakteristik jednotlivých způsobů implementace ITSM (formou interního projektu, ve veřejném sektoru). Závěrečná část práce je rozdělena do tří celků: lidé, nástroje a procesy. Pro každou z těchto oblastí jsem vydefinovala přehled slepých uliček, se kterými se lze při praktické implementaci ITSM setkat.

Abstract:

The main objective of this diploma thesis is to identify the problems (restrictions, impasses) which are connected with the practical implementation described in the ITIL publication - the processes of ITSM. For achieving these objectives it was necessary to study extensive library of methodologies and standards that are being used in the area of IT service management (i.e. ITIL, CobiT, and ISO 20000). The conclusion is based on the results of consultations with the practicing specialists. The form of these consultations was a questionnaire elaborated in advance. The whole thesis can be separated into two logical units: the theoretical one and the practical one. The structure of theoretical part and the content of individual chapters are designed so that the reader can progressively acquire knowledge about the position of ITSM/ITIL in the area of methodologies and legislative standards intended for operating organization as a whole. In the other part of this thesis the relationship between, actually the most prestigious, two approaches to IT service management: ITSM and IT Governance is described. The chapter presenting other similar methodologies for IT service management follows in logical sequences. The introduction of practical part is dedicated to the basic characteristics of various ways of ITSM implementation (from the position of system integrator, in the form of internal project and in the public sector). The conclusion is divided into three units of the same titles as the main headstones of ITSM, these headstones are: the people, the tools and the processes. For every single unit I have elaborated the summary of the restrictions and the impasses that can appear during practical implementation of ITSM. The main contribution of this diploma thesis is just the last-mentioned, the compilation of summary of impasses related do the practical implementation of IT Service Management.

Keywords

Corporate Governance, IT Service Management, ITIL, IT Governance, Procesní řízení, IT služby

Keywords

Corporate Governance, IT Service Management, ITIL, IT Governance, Process management, IT services

Language used: Czech

Date on which the thesis was submitted / produced: 27. 6. 2008

Thesis defence

• Date of defence: 2008
• Supervisor: Tomáš Bruckner

Vysoká škola ekonomická v Praze

Master programme / field:
Aplikovaná informatika / Informační systémy a technologie