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Roman Černovský

Bachelor's thesis

Kvalita IT služeb v rámci vytěsnění IT procesů

Quality of IT services in the regime of IT process outsourcing
Abstract:
Tato práce se zaměřuje na aspekty kvality a úrovně služeb v modelu outsourcingu IS/IT služeb dle současných pojetí rámce ITIL a řízení IT. Součástí práce je návrh procedury sběru a definice klíčových metrik IT služeb pro budoucí zakotvení ve smluvním vztahu a dokumentu SLA.
Abstract:
This work focuses on service level management and quality of services in respect to outsourcing of IS/IT services as is defined in ITIL Framework and present trends in IT management. The comprehensive part of the work is a self-developed procedure for definition of the key metrics of IT services as needed for the outsourcing negotiations and inclusion in the document SLA.
 

Keywords

Metriky IT služby outsourcing SLA
 
Language used: Czech
Date on which the thesis was submitted / produced: 14. 8. 2014

Thesis defence

  • Date of defence: 9. 9. 2015
  • Supervisor: doc. Ing. Stanislava Šimonová, Ph.D.

Citation record

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The right form of listing the thesis as a source quoted

Černovský, Roman. Kvalita IT služeb v rámci vytěsnění IT procesů. Pardubice, 2014. bakalářská práce (Bc.). Univerzita Pardubice. Fakulta ekonomicko-správní

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Institution archiving the thesis and making it accessible: Univerzita Pardubice, Fakulta ekonomicko-správní
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University of Pardubice

Faculty of Economics and Administration

Bachelor programme / field:
System Engineering and Informatics / Regional and Information Management

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