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Academic literature on the topic 'IT Service Management (ITSM)'
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Dissertations / Theses on the topic "IT Service Management (ITSM)"
1
Lukavcová, Kateřina. "Problematika implementace ITSM." Master's thesis, Vysoká škola ekonomická v Praze, 2008. http://www.nusl.cz/ntk/nusl-165191.
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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.
2
Rabbi, Md Forhad. "An IT Service Taxonomy for Elaborating IT Service Catalog." Thesis, Blekinge Tekniska Högskola, Sektionen för datavetenskap och kommunikation, 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:bth-3440.
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In this thesis, I, as the author, have tried to propose a methodology for establishing IT service taxonomy in order to elaborate IT service portfolio and IT service catalog. As a core part of my thesis, IT service taxonomy has been discussed to manage IT services in an efficient way in the small and medium sized enterprises The small and medium sized enterprises can use the categories and sub categories of this taxonomy to define their service catalog and portfolio. In that regards, a list of IT services has been identified from the industries and has been used to define the IT service taxonomy.
3
Antalík, Dominik. "Návrh zavedení ITSM s využitím rámce ITIL se zaměřením na bezpečnost." Master's thesis, Vysoké učení technické v Brně. Fakulta podnikatelská, 2018. http://www.nusl.cz/ntk/nusl-378360.
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The diploma thesis solves proposals for improving the quality of providing IT services and their optimization in the interest of the company and its business goals. For the needs of user-friendly IT services with optimized cost, the processes, functions, roles of employees and technology need to be a benefit for the business. By adopting and adapting the ITIL framework, it will be possible to increase the efficiency and effectiveness of providing IT services, to clearly define the IT service management and to define the main processes with the relevant objectives. The ITIL framework uses best practices that have been successfully used in other organizations. Practically proven processes, improved service quality and long-term optimization with continuous improvement offer cost-cutting potential. ISO/IEC 27013:2015 provides guidance on the integrated implementation of ISO/IEC 27001 and ISO/IEC 200001 will be helpful in maintaining the integrity of the current information security management system with the design of IT services management.
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Gryc, Václav. "Integrace ITSM aplikací prostřednictvím webových služeb a IBM cloudu." Master's thesis, Vysoké učení technické v Brně. Fakulta elektrotechniky a komunikačních technologií, 2021. http://www.nusl.cz/ntk/nusl-442350.
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This thesis is focused on developing software with ITSM integration features. The aim of this work is to design a suitable software architecture for integration applications in a cloud environment. Due to the use of the solution for many customers, emphasis is placed on sustainability and reusability. After wide technology analysis, a web application has been created that is fully configurable to meet a wide range of customer needs. It is decided to use the Node.js environment and the Loopback 4 framework for application development. To ensure lower costs for the operation of cloud resources, compared to competing technologies such as Java. The entire system is deployed in IBM Cloud. The resulting application is put into production by IBM.
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Šimčík, Vlastimil. "Model Incident managementu v dialogovém rozhraní e-commerce." Master's thesis, Vysoké učení technické v Brně. Fakulta podnikatelská, 2011. http://www.nusl.cz/ntk/nusl-223118.
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This essay deal with implementation of the Incident management as one of the possible means to minimize risks and losses arising from failures in the organization’s infrastructure and inaccessibility of their "business-critical" applications. It focuses primarily on the organization focused on electronic commerce.
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Ramachandran, Selvakumar, and Lavanya Santapoor. "An Exploratory Study on the Relationship between Software Management and IT Service Management." Thesis, Blekinge Tekniska Högskola, Sektionen för datavetenskap och kommunikation, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:bth-3163.
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Aims and Objectives: Information Technology (IT) service management has gained importance in the recent years. A service is a means of delivering value to the customers by facilitating outcomes, which customers want to achieve without ownership of the specific costs and risks. As IT services’ efficient execution revolves around its implementation through software management, the need for understanding the relationship between IT service management and software management has become crucial. The aim of this thesis is to explore this relationship. Methodology: We designed this thesis study as an exploratory study. First, a systematic literature review was conducted to explore the role of software engineering in IT service management and the interconnection between them. Then, we performed a case study at Telenor Sweden AB by conducting interviews in order to further investigate the intersecting elements between ITIL v3 Framework, which is an international standard for IT service management and software engineering considering ISO/IEC 12207 standard on software processes. Results: The outcome of this thesis is a mapping between IT service management and software engineering considering ISO/IEC 12207 for software engineering processes and ITIL V3 Framework for IT service management. These mappings have been recommended to use by the case company to incorporate ‘in-house’ software models in line with ITIL V3 Framework implementation. Conclusion: Though ITIL V3 framework gives in depth guidelines for IT Service Management, it does not give sufficient details for managing applications that constitute IT Services. As ITIL V3 is a framework, it is flexible to accommodate the software engineering processes defined in ISO/IEC 12207 standard. Though we brought three-way relationship between ITIL V3, ISO/IEC 12207 and case company’s software process models, it is found out that replacing existing models with ISO/IEC 12207 shall be difficult as it would be two new standards for the employees. The in house software process models are already inspired from standards. In this thesis, we provide a mapping between ITIL V3 and inhouse models of the case company to support the implementation of ITIL V3 for managing software applications to realize IT Services.<br>The thesis gives mapping between ITIL V3 Framework and ISO/IEC 12207 Software Engineering processes to incorporate them in integrated Service Management and Software Management<br>+46762509249
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Assad, Muhammad Imran, and Mian Abbas Ahmad. "Guidelines for ITIL Implementation : A Framework for IT Service Management." Thesis, Internationella Handelshögskolan, Högskolan i Jönköping, IHH, Informatik, 2015. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-28764.
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Information Technology Infrastructure Library (ITIL) is the most popular andthe influential framework for IT Service Management (ITSM). It is used for ITgovernance, management and control of IT services. It comprises of definedand best practices, developed in 1980’s by British Government Central ComputerTelecommunication Agency. The purpose of this thesis is to present theguidelines to implement ITIL. Available literature on ITIL discusses the importanceof ITIL, its benefits, facilitating and challenging factors associatedwith implementation. But the steps to implement ITIL have so far not beendiscussed. We take the opportunity to explore empirical data from industry andliterature to get to know different strategies and approaches used by IT professionalsfor implementing the ITIL framework.To fulfil the purpose, we stated three research questions: “What are facilitatingfactors for the ITIL Implementation?”, “What are the challenging factors forthe ITIL Implementation?”, and “Based on facilitating factors and barriers,what are the guidelines for a successful ITIL implementation?”. Literature wasreviewed to extract required factors and senior IT professionals from two organisationswere interviewed to get to know what factors had been facilitators and barriers for them. The extracted factors were compiled, grouped and analysedto develop implementation steps. The result of this thesis is a framework developed implementation steps, which any organisation can use as guidelineto adapt ITIL framework. These steps consist of four phases highlighting significantfactors needed for the successful implementation. Among the highlighted factors were top management support, ITIL skills of implementer, resistanceto change, financial support, staff training, process mapping, documentation,project management and governance are the most important factors which influence the implementation process.
8
Grewal, Sandeep Kaur, and n/a. "Issues in IT Governance & IT service management - a study of their adoption in Australian universities." University of Canberra. Information Sciences & Engineering, 2006. http://erl.canberra.edu.au./public/adt-AUC20060804.092632.
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IT service management (ITSM) has emerged as one of the approaches to implementing IT
Governance in Australian Universities. A number of ITSM frameworks have been proposed
however, IT Infrastructure Library (ITIL) and Control OBjectives for Information and related
Technology (COBIT) have been most widely accepted and implemented internationally and
within Australia.
The research reported in this thesis was undertaken to shed light on the issues related to ITIL
adoption and implementation within Australian universities. To date academic research in ITIL
adoption and implementation has not been extensive as it is comparatively a new framework,
especially within Australian universities.
The theoretical framework proposed in this thesis has IT service management as the central
concept, implementing IT Governance to align the university and technology. This framework is
used to examine the experience of ITIL adoption in seven Australian universities, plus a detailed
case study on one university�s experience.
This research reveals a complex web of factors relating to ITIL implementation including; the
pre-implementation process; processes implemented; order of implementation; hiring external
expertise;, tool selection;, staff training; ongoing assessments; managing cultural change;
managing learning curve and resource strain. The findings provide an insight into practical
lessons for other Australian universities or similar organisations considering implementing IT
Governance through IT Service management frameworks. The method used in this research may
be useful for other organisations and researchers analysing universities and similar organisations
implementing ITIL. IT Governance and IT service management frameworks are diverse and
important areas which open a poorly researched field for further work.
9
Soukup, Zdeněk. "Technická podpora managementu incidentů." Master's thesis, Vysoké učení technické v Brně. Fakulta informačních technologií, 2012. http://www.nusl.cz/ntk/nusl-412870.
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The topic of this Master Thesis is Incident Management process as well as other processes which are inseparably linked to it, such as Problem Management, Change Management, Knowledge Management, etc. Main focus of this work is taken to the mentioned processes implementation in the real environment of the real company. Those processes are to be supported by selected information system whereas the selection itself is also part of the project. The processess are compared and optimized with use of Information Technology Infrastructure Library (ITIL).
10
Platil, Josef. "Možnosti poskytování služeb veřejné správy pomocí metodiky ITIL." Master's thesis, Vysoká škola ekonomická v Praze, 2011. http://www.nusl.cz/ntk/nusl-85234.
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This thesis aims to answer a question whether it is possible to provide public administration as a service and how can ITIL be used. The thesis is divided into three parts. In the first part of the thesis the theory of management is broken down, the basic concepts are explained and a brief history of the development of public administration in the Czech Republic to the present as well as briefly introducing the expected developments in the near future. The second part of the thesis explains the ITIL framework as the de facto standard for IT management. This Includes the life cycle services, starting with the requirements of customer service through service strategy, service design, service transition, service operation and the ending stages of continuous service improvement. Third section introduces the concept of PAIL as an analogy to the ITIL methodology. Removing the "IT" from "ITIL" makes an "IL", an infrastructure library of good practice, where we find instructions on how to provide, generally, any form of infrastructure services. The essence of this methodology, it the "IL", featuring the specifics of public administration "PA", thus arises as the methodology "PAIL", a " public administration infrastructure library". The design of PAIL takes into account the differences between public administration and providing IT services, however the two methodologies are based on the same principles of service management. As an example of possible implementation in public administration PAIL shows the applicability of the methodology on the example of a single point of contact for the public administration called the "Public Service Desk".