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Dissertations / Theses on the topic 'ITIL'

Author: Grafiati
Published: 4 June 2021
Last updated: 25 July 2025

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1

Dvořák, Petr. "ITIL trenažér." Master's thesis, Vysoké učení technické v Brně. Fakulta informačních technologií, 2013. http://www.nusl.cz/ntk/nusl-236394.

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This master's thesis presents analysis, design and implementation of an information system for supporting studying and practicing of selected methods described by Information Technology Infrastructure Library (ITIL) with focus on service design and service operation. In the form of a web application the thesis presents an uncommon approach to e-learning system development by extending the standard lecture part by game elements and interactive scenarios. Developed system allows creators to define services and tasks, such as incidents and problems caused by their operation, and evaluate reaction
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2

Sabel, Sebastian, and Kabrini Sarkis. "ITIL i verksamheter." Thesis, Högskolan i Borås, Institutionen Handels- och IT-högskolan, 2014. http://urn.kb.se/resolve?urn=urn:nbn:se:hb:diva-17812.

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Den genomgripande datoriseringen som härjar i dagens företagsvärld har gjort verksamheter starkt beroende av informationssytem för hantering och lagring av information. Parallellt med denna utvckling har IT-förvaltning kontinuerligt utvecklats till ett område som fått en betyande roll. Idag täcks större delar av IT-förvaltning genom ett nytt begrepp, ITSM (IT Service Managment). Detta är ett nyligen framtaget paraplybegrepp som innefattar en mängd begrepp och ramverk som växt fram, däribland ITIL, PM3 och ISO20000. Även nyckelord som value, relations och service genomsyrar hela området. Detta
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Eriksson, Markus, and Sebastian Andersson. "Komplikationer vid praktiskt arbete med ITIL- En fallstudie om ITIL Practitioner." Thesis, Högskolan i Borås, Akademin för bibliotek, information, pedagogik och IT, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:hb:diva-13288.

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Det digitala samhället vi idag lever i ställer allt högre krav på tjänster och tjänsteinnovationer till följd av den förflyttning som skett från ett traditionellt varudominant synsätt till ett tjänstedominant synsätt på varor och produkter där kunden har en betydande stor roll. Den tjänstedominanta synen även kallad IT service Management har växt fram till att bli en viktigpusselbit för organisationer i hanteringen av dess IT-strategier. För att styra organisationers IT-service Management har olika diverse ramverk växt fram delvis för att främja flexibilitet. Ett av de mest använda ramverken ä
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Nilsson, Paul, and Daniel Lasson. "ITIL inom Conect AB." Thesis, Jönköping University, JTH, Computer and Electrical Engineering, 2007. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-838.

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<p>Conect AB wants to know how they can use ITIL in their organization. Right now their company is in an expansive phase and needs a more structured way to work. They have been thinking of improving their way of work for several years but haven’t had the time to do so. Now they have realized they need to work more efficiently to able to grow further. ITIL is a collection of best practices. ITIL’s purpose is to help IT organizations to get more organized to de able to benefit the business in a better way. ITIL is developed by OGC (Office Goverment of Commerce) in England. With the help</p><p>IT
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Hällkvist, Tony. "ITIL - Processer och Processtyrning." Thesis, Luleå tekniska universitet, Institutionen för system- och rymdteknik, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:ltu:diva-65775.

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Vozdecký, Martin. "Implementace procesní metodiky ITIL." Master's thesis, Vysoké učení technické v Brně. Fakulta podnikatelská, 2013. http://www.nusl.cz/ntk/nusl-224195.

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Process Management is becoming more discussed issue in every company. The challenge for IT Managers is to deliver IT Services at a high quality in accordance and partnership with business. The diploma thesis Implementation of ITIL process methodology focuses on identification and analysis of existing shortcomings in the specific example of a chosen company in terms of ITIL process methodology and proposes recommendations and changes that will improve the current situation.
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Bäcklin, Anna, and Mohammed Abusagr. "ITIL införande på Banverket ICT." Thesis, University of Gävle, Department of Mathematics, Natural and Computer Sciences, 2008. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-711.

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<p>Banverket ICT är en relativt ny enhet med de sammanslagna enheterna Banverket IT och Banverket Telenät. För att få ihop det nya arbetssättet finns långt gångna tankar på att jobba enligt ITIL. ITIL är ett arbetssätt som skall hjälpa organisationer att arbeta mer organiserat och därmed öka effektiviteten för IT-processen. ITIL utgår från processarbete och varje process har sina speciella uppgifter. ITIL är framtaget av OGC (Office Government of Commerce) i England Rapporten visar att ett införande av valda delar ur ITIL bör ske etappvis över hela organisationen inom Banverket ICT, i en kombi
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Wang, Jingwen, and Sereshki Hami Khosravi. "How to implement ITIL successfully?" Thesis, Jönköping University, JIBS, Business Informatics, 2010. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-12968.

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<p>The purpose of this thesis is to reveal how Information Technology  Infrastructure Library (ITIL) should be implemented in an organization in  an efficient and effective way to achieve the goal of reducing wastage, cutting costs and increasing customers’ satisfaction. There are many books dealing with the ITIL. But these publications do not prescribe how to adopt, adapt or implement the guidelines as part of a service management strategy; it would seem useful to explore implementation strategies which are employed by organizations when they are using ITIL “best practices”.</p><p>This paper
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Pučálka, Martin. "Herní engine pro ITIL trenažér." Master's thesis, Vysoké učení technické v Brně. Fakulta informačních technologií, 2018. http://www.nusl.cz/ntk/nusl-385956.

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This master's thesis is focused on Information Technology Infrastructure Library (ITIL). Objective of the project was to analyze, design and implement a game engine, which would provide simulation of IT service operation in real or accelerated time or in turns. Basic part of the engine is a creators mode, which allows users to create custom IT services and specify their behaviour during operation, like the service would be used in real. Another part of the engine is a players mode and simple service desk. In this mode, players can take care of fluent operation of their services. Thanks to this
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Nehme, Jalal, Marcus Persson, and Shahrouz Lahiji. "How can ITIL influence IT outsourcing." Thesis, Jönköping University, JIBS, Business Informatics, 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-12500.

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<p>The purpose of this thesis is to examine the impact of best practices framework like In- formation Technology Infrastructure Library (ITIL) on IT outsourcing implementation. This thesis will examine the research question:</p><p>“What are ITIL’s effects on IT Outsourcing implementation?”</p><p>The goal is to find out whether ITIL is applicable in IT outsourcing project, and if it has a positive or negative impact on it. The study of the impact of ITIL in IT outsourcing pro- jects, will start by giving the reader an overview about ITIL and IT outsourcing critical suc- cess factors. This thesi
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Donoso, Jaurès Felipe, and Bravo Pía Ramírez. "Metodología ITIL. Descripción, funcionamiento y aplicaciones." Tesis, Universidad de Chile, 2006. http://repositorio.uchile.cl/tesis/uchile/2006/donoso_f/html/index-frames.html.

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Information Technology Infraestructure Library (ITIL), es una metodología que se basa en la calidad de servicio y el desarrollo eficaz y eficiente de los procesos que cubren las actividades más importantes de las organizaciones en sus Sistemas de Información y Tecnologías de Información. Esta metodología fue desarrollada a petición del Gobierno del Reino Unido a finales de los 80 y recoge las mejores prácticas en la gestión de los Sistemas de Información. Desde entonces se ha ido extendiendo su uso en toda la empresa privada, tanto multinacional como PYME, llegando a ser considerado un estánda
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Koliš, Karel. "Aplikace metodiky ITIL pro řízení informatiky." Master's thesis, Vysoká škola ekonomická v Praze, 2010. http://www.nusl.cz/ntk/nusl-74738.

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The Diploma thesis Implementation of ITIL methodology for IT Governance describes the importance of IT Governance in an organization, ways of using several methodologies, the differences between those methodologies and preferred methodology ITIL. The ITIL methodology is described in all stages of the Service lifecycle. In the second part, the methodology is applied on a real organization: Faculty of Business Administration. On the real IT services, provided by the faculty IT unit in all 5 stages of the Service lifecycle.
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Kalivoda, Tomáš. "Návrh ITIL procesů ve veřejném sektoru." Master's thesis, Vysoká škola ekonomická v Praze, 2013. http://www.nusl.cz/ntk/nusl-197669.

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This master thesis analyzes current situation in the area of IT Services management in the Czech public sector in ITILv3 framework. Theoretical part characterizes ITIL framework from high-level perspective, includes processes description and possible use in public sector. Moreover, public sector organization structure and government's strategy vision are summarized. The master thesis practical part analyzes current situation of IT Services management in the Czech public sector, uses public information ressources, surveys, discussions and interviews. The analysis identifies key points threateni
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Tomiak, Rubens. "Integração de processos e TOM-ITIL para provedores de serviços de telecomunicações e TOM e clientes ITIL V3." reponame:Repositório Institucional da UnB, 2008. http://repositorio.unb.br/handle/10482/5675.

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Dissertação (mestrado)—Universidade de Brasília, Faculdade de Tecnologia, Departamento de Engenharia Elétrica, 2008.<br>Submitted by Diogo Trindade Fóis (diogo_fois@hotmail.com) on 2009-10-14T17:43:21Z No. of bitstreams: 1 2008_RubensTomiak.pdf: 3835232 bytes, checksum: e23393922cafda093f0679b2d76385ba (MD5)<br>Approved for entry into archive by Gomes Neide(nagomes2005@gmail.com) on 2010-10-14T16:08:53Z (GMT) No. of bitstreams: 1 2008_RubensTomiak.pdf: 3835232 bytes, checksum: e23393922cafda093f0679b2d76385ba (MD5)<br>Made available in DSpace on 2010-10-14T16:08:53Z (GMT). No. of bitstreams
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Avalos, Corichi Oscar. "ITIL ciclo de vida del servicio Middleware." Thesis, Universidad de las Américas Puebla, 2014. http://catarina.udlap.mx/u_dl_a/tales/documentos/lmt/avalos_c_o/.

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El objetivo de este proyecto final es documentar el ciclo de vida de un servicio de Tecnologías de la Información. Tecnologías de la Información o TI es el uso de computadoras y software para administrar información. Suele ser conocido dentro de la industria; como el Servicio de Administración de Información. El ciclo de vida de un servicio TI es el modelo que brinda la Librería de Infraestructura de Tecnologías de la Información o ITIL; para estandarizar y operar el servicio de manera óptima y, a una mejora continua. Un departamento de TI en una industria es responsable de almacen
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Škoviera, Martin. "Implementace ITIL a COBIT pomocí nastrojů ARIS." Master's thesis, Vysoké učení technické v Brně. Fakulta informačních technologií, 2015. http://www.nusl.cz/ntk/nusl-234919.

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This master's thesis explores the topic of guidance for the COBIT framework and ITIL library in the context of business process management. It encompasses various process modelling languages and diagrams for companies active in information and communication technologies. Through the selected ARIS tool set and the mapping of all 64 processes, the establishment of individual processes can now be achieved, which is explained by modelling a total of 101 diagrams. The thesis also contains an example of process deployment for a selected company, which is accompanied by an implementation of a dashboa
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Pelcman, Jan. "Nasazení ITIL v malé a střední firmě." Master's thesis, Vysoká škola ekonomická v Praze, 2009. http://www.nusl.cz/ntk/nusl-17477.

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Presented thesis aims at possibilities of implementation of the ITIL best practice at small and medium businesses. The main target is to prove that this methodology can be used not only in big companies, but also in small and medium business sector. First part defines the conception of small and medium business and its specificity. It is concerned with basic definitions, which are used in the main text, such as a service, process, best practice etc. It also demostrates the need of managing IT and some ways how to do it. The second part dwell on ITIL itself, it describes its characteristics, hi
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Lapotka, Aliaksandr. "Capacity Management a ITIL ve službách datacentra." Master's thesis, Vysoká škola ekonomická v Praze, 2010. http://www.nusl.cz/ntk/nusl-114305.

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This thesis deals with the process of Capacity Management. The main objective of the process is to ensure sufficient capacity of existing infrastructure to support daily business operations and projections of future capacity based on the requirements of the business. In the first part the author focuses on the basic performance characteristics of the Capacity Management coming within the Information Technology Infrastructure Library (ITIL). Also, the author analyzes the process of Capacity Management in an unnamed company and compares it with the best practices of ITIL. The second part is deri
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Korous, Petr. "Bezpečnost podnikové informatiky v souvislosti s ITIL." Master's thesis, Vysoká škola ekonomická v Praze, 2011. http://www.nusl.cz/ntk/nusl-165262.

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The diploma thesis discusses information security management in the context of ITIL framework. In the introductory part is explained the concept of information security, its importance and main goals. In subsequent chapters, the work aims to explore methodologies, frameworks and standards related to information security and internal control. Selected frameworks and models and described and compared with each other based on different criteria. The comparison is also one of the benefits of the work because similar topics which compare different models of internal control and information security
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González, Flores María de la Paz. "ITIL (Information Technology Infrastructure Library) Descripción, Funcionamiento y Aplicaciones." Tesis de Licenciatura, Universidad Autónoma del Estado de México, 2015. http://hdl.handle.net/20.500.11799/99997.

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Lowder, Lawrence Wade. "Implementing the information technology information library (ITIL) framework." [Denver, Colo.] : Regis University, 2009. http://adr.coalliance.org/codr/fez/view/codr:24.

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Kubalcová, Monika. "ITIL v prostředí agilního vývoje software metodikou Scrum." Master's thesis, Vysoké učení technické v Brně. Fakulta informačních technologií, 2014. http://www.nusl.cz/ntk/nusl-235418.

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This thesis follows concept of integration ITIL library and agile methodology Scrum into the IT company developing IT services. After theoretical analysis of both concepts and analysis of chosen company, we will develope methodology, which will tie both process approaches and ensure their perfect synergy. As a methodology support, web application was developed. It evaluates effectivness of processes using key informations and their plot representation. Proposed methodology was presented in the AVG Technologies, which used described processes as template for its internal proceses. Main result o
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Širůček, Pavel. "Aplikační programové rozhraní pro ITIL Service Desk systémy." Master's thesis, Vysoké učení technické v Brně. Fakulta informačních technologií, 2016. http://www.nusl.cz/ntk/nusl-255358.

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Main focus of this thesis is creating workaround for ITIL processes in service desk systems. As a objective with highest priority was to choose service desk systems, then create interface which can make possible communication between service boards and selected processes. I described also in generally meaning ITIL library, common service desk functions and important ITIL processes. Management of incidents, problems, changes and configurations is based on a set of processes, which are able to manipulate with interface. Web services are main tool of implemented API for working with these process
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Štolbová, Milena. "Řízení informační bezpečnosti v metodikách ITIL a Cobit." Master's thesis, Vysoká škola ekonomická v Praze, 2008. http://www.nusl.cz/ntk/nusl-12065.

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IT security management is one of the essential processes in the company. This thesis deals with aspects of managing the IT security by the methodology of ITIL and COBIT. First part is focused on covering the IT security, defining the terms and concept necessary for indicating the impact of the IT security breach, the common threads which the company needs to resist and stance of methodology ITIL, COBIT and ISO/IEC 27002:2005 for managing the IT security and its specifics. In the following chapter there is a sentencious look at the structure of methodology of COBIT and more detailed depiction o
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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, st
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Hedin, Emelie. "ITIL i små och medelstora företag : Utifrån ett säkerhetsperspektiv." Thesis, Linköpings universitet, Informatik, 2014. http://urn.kb.se/resolve?urn=urn:nbn:se:liu:diva-120526.

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I detta arbete uppmärksammas problematiken kring SME i relation till ITIL utifrån ett säkerhetsperspektiv. Arbetet baseras på två fallstudier där en av dessa två är mer djupgående och därmed behandlas som huvudsaklig. Dessa två fallstudier analyseras sedan utifrån en teoretisk grund baserad på litterära, vetenskapliga och muntliga källor som bearbetats utifrån studiens två övergripande frågeställningar: Vilka är de avgörande faktorer som påverkar organisationen under en ITIL implementation och vilka skillnader finns det mellan större och mindre organisationer i relation till säkerhet? Studiens
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Drozd, Radek. "Systém pro správu dohod o úrovni služeb podle ITIL." Master's thesis, Vysoké učení technické v Brně. Fakulta informačních technologií, 2014. http://www.nusl.cz/ntk/nusl-236111.

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This thesis explores the topic of service level agreements management according to IT Infrastructure Library as a structured document. First of all ITIL in general is briefly described, analysis and a structure of SLA is then defined. This is a base for conceptual model definition. Later design and implementation of a web service and a client web application are presented. Both applications will be used as a tool in the course being held by our faculty.
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Matějka, Marek. "Možnosti využití ITIL v prostředí malých a středních firem." Master's thesis, Vysoká škola ekonomická v Praze, 2006. http://www.nusl.cz/ntk/nusl-135.

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Práce se zabývá možnostmi využití nejlepších praktik ITIL v prostředí malých a středních podniků (SMB). Hlavním smyslem je pak zhodnocení ITIL z pohledu SMB sektoru a nalezení styčných ploch, které jsou pro tyto firmy aplikovatelné. Jednotlivé kapitoly se pak věnují konkrétním cílům. První obsahová kapitola definuje pojmy a uvádí čtenáře do problematiky. Text se postupně zaměřuje na problematiku malých a středních firem, jejich ekonomické situace a manažerského přístupu. Další část je věnována stručnému popisu knihovny ITIL. Poslední část této kapitoly se zaměřuje na význam vyspělosti procesů
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Krištofič, Michael. "Implementácia ICT projektov v súlade s ITIL verzia 3." Master's thesis, Vysoká škola ekonomická v Praze, 2008. http://www.nusl.cz/ntk/nusl-12413.

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This diploma thesis deals with the implementation of ICT projects according to the third release of internationally respected IT infrastructure library (ITIL v3). To be specific, it is about two projects executed by the Renault company -- ToIP which deals with the voice transmission using the data network and S.P.T. concerning workstations' standardization. The objective of this thesis is to describe the implementation process of both projects into the business life and to evaluate the processes and outcomes based on the ITIL v3 recommendations. This goal will be delivered by studying availabl
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Drábik, Dušan. "Využití best practice ITIL při přesunu ústředny telefonního operátora." Master's thesis, Vysoká škola ekonomická v Praze, 2011. http://www.nusl.cz/ntk/nusl-81957.

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The goal of this thesis was set to meet the demands of a telecommunication operator that needed to solve its problems with lack of capacity by switch translocation. This thesis thus may significantly increase the chances of success of this organizationally challenging task by finding relevant best practise ITIL. The thesis sets the method for relevant best practice ITIL selection using the table where columns represent metrics and risks of the project while rows represent elements from chapter Release and Deployment Management. Results of this method are recommendations that should be implemen
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Favaron, Michele <1988&gt. "Il Framework ITIL: una guida all'orientamento nel contesto italiano." Master's Degree Thesis, Università Ca' Foscari Venezia, 2012. http://hdl.handle.net/10579/2106.

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A partire dagli anni ’80 assieme alla diffusione delle grandi aziende e l’avvento delle multinazionali si è vista la creazione di una nuova dipendenza tra business e tecnologia. Ciò ha scaturito una proliferazione di nuovi ed eterogenei servizi che hanno rivoluzionato l’intero sistema di gestione e coordinamento del flusso di lavoro. Queste nuove tecnologie, seppur abbiano avuto la capacità di snellire e migliorare il lavoro di tutti i giorni, han costretto il personale ad acquisire le conoscenze per poterle utilizzare (il service management) e gli strumenti per trattare più velocemente i prob
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Volante, Riccardo. "Software per la gestione di infrastrutture IT secondo lo standard ITIL: un modello e una guida di valutazione." Bachelor's thesis, Alma Mater Studiorum - Università di Bologna, 2010. http://amslaurea.unibo.it/1398/.

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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 bee
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Egeler, Markus. "Perceived benefits for customer service of ITIL IT control use." Click here to access this resource online, 2008. http://hdl.handle.net/10292/546.

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IT service management is becoming more and more important in the current business environment. Especially the IT Infrastructure Library (ITIL) is a widely adopted and accepted IT service management framework (Wagner 2006). Organizations that adopt one of the IT service management frameworks expect to achieve a large range of benefits through the use of the frameworks. The major benefits that are expected to be realised include reduced costs, IT services that are tailored to the business needs, a higher quality of IT services, and improved customer satisfaction (OGC 2007a). Despite the growing
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Herceg, Rastislav. "SW nástroje pro řízení provozu IS dle ITIL v DHL." Master's thesis, Vysoká škola ekonomická v Praze, 2007. http://www.nusl.cz/ntk/nusl-2803.

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Cílem této práce je popsat řízení provozu IS dle standardů ITIL v datovém centru společnosti DHL ITSC v Praze konkrétně v oddělení Operations Control Center (OCC) a přiblížit softwarové nástroje, které jsou zde k tomuto účelu používány. Tohoto cíle je dosaženo za pomoci studia dostupných zdrojů a autorova osobních zkušeností z práce systémového administrátora v OCC. Přínosem této práce je popis řízení IS v praxi, zejména v oblasti správy CMDB (configuration management database) incident managementu, change managementu, problem managementu a knowledgebase, zhodnocení stávající praxe a nalezení
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Drga, Jaroslav. "Návrh řízení problem managementu podle metodiky ITIL ve vybrané organizaci." Master's thesis, Vysoká škola ekonomická v Praze, 2014. http://www.nusl.cz/ntk/nusl-193586.

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Nowadays, ITIL represents intensely extended methodology for managing ICT services in the corporate services. This whole methodology contains 26 processes in a total of 5 books covering the life cycle of ICT services. One of the processes is also a problem management which is arranged in the book of Service operation. The goal of this dissertation is to design a complex model for the problem management at Vodafone Czech Republic a.s. In the opening of this thesis, the context of the ICT services in the corporate environment is defined. The following part presents basic information which provid
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Bartoň, Pavel. "Zavádění ITIL procesů do firmy s důrazem na Incident Management." Master's thesis, Česká zemědělská univerzita v Praze, 2015. http://www.nusl.cz/ntk/nusl-258359.

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Thesis covers IT management with emphasis on incident management and its implementation to company, which desires to apply the best practice of information technology service management. First part of the thesis defines common language of modern management of IT processes -- Information Technology Infrastructure Library in its last 3rd version from 2011 (ITIL v3). Furthermore paper analyzes the function and role of Incident Management within company and its connections to other processes. Second part of the thesis describes practical implementation of the Incident Management and comparison of
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Condori, Fernandez Miriam Merced. "Gestión de incidencias aplicando ITIL v3 en una empresa de telecomunicaciones." Bachelor's thesis, Universidad Nacional Mayor de San Marcos, 2018. https://hdl.handle.net/20.500.12672/11513.

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Trata sobre el modelamiento del proceso de gestión de incidencias para una empresa de telecomunicaciones cuyo principal objetivo es mejorar el tiempo de atención de un incidente reportado, el mismo que retrasa muchas veces con la información importante para el negocio. Para la implementación del modelo se tomó como referencia las buenas prácticas de ITIL v3 y para mejorar el desempeño del proceso se utilizó el BPM, asegurando así que las actividades se llevan a cabo de acuerdo con el marco de buenas prácticas evitando así la sobrecarga de incidencias y sobre todo que los procesos diarios prese
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Žižka, Petr. "Srovnání metodik zaměřených na řízení ICT procesů s důrazem na ITIL." Master's thesis, Vysoká škola ekonomická v Praze, 2009. http://www.nusl.cz/ntk/nusl-17067.

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The subject of this thesis is a detailed description of the methodics and the sets of best practices for the information processes management and informatics as such, and their comparison as far as history, content, specialization and structure are concerned. The thesis mainly concentrates on a set of the best practices called Information Technology Infrastructure Library (ITIL). Furthermore, the relations between individual methods and between ITIL V2 and V3 are described. In addition, attention is also paid to the possibilities of utilizing these methods in order to attain maximal synergetic
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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
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Pettersson, Emelie. "Att uppnå kvalitet hos processmodeller med ramverket ITIL : med stöd från modelleringsspråket UML." Thesis, Högskolan i Skövde, Institutionen för kommunikation och information, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:his:diva-5049.

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Detta arbete påvisar ramverket ITIL’s förmåga att uppnå kvalitet hos processmodeller. Arbetet har resulterat i en checklista där kontroll utav kvalitetsfaktorer kan utföras för verksamheter som siktar mot en processmodell med kvalitet. Denna studie har utförts med hjälp utav ett företags processmodeller, som baserade sin modellering på ramverket ITIL. Utifrån checklistan har dessa processmodeller validerats och analyserats. Därmed påvisas det i denna studie vilka kvalitetsfaktorer som bör beaktas när modellering utav processer sker samt vilka kvalitetsfaktorer som inte uppnår kvalitet med enba
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Protiva, Tomáš. "IT Governance na MZV ČR - systémový pohled a praktické dopady." Master's thesis, Vysoká škola ekonomická v Praze, 2008. http://www.nusl.cz/ntk/nusl-4280.

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The diploma thesis reacts on the interest of the Czech foreign ministry IT department to get an overview of ITIL 2 and COBIT 4.1 world-wide acknowledged IS/IT management best practice libraries. Both libraries are put in the framework of IT Governance theory and practice. COBIT is presented as world ITG standard, meaning the alignment of organization's strategic goals and IT goals. It is focused on organizations, where the shift of IT perception towards a strategic partnership with the business is driven by top-down board initiative. On the other hand, the ITIL core texts Service Support and S
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Machado, Mauro José Patusco. "ITIL aplicado ao Ciclo de Vida de Aplicações Distribuídas: Estudo de Caso." Master's thesis, Instituto Politécnico de Setúbal. Escola Superior de Ciências Empresariais, 2015. http://hdl.handle.net/10400.26/10296.

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Projeto apresentado para cumprimento dos requisitos necessários à obtenção do grau de Mestre em Sistemas de Informação Organizacionais<br>Por forma a acompanhar as rápidas alterações que são produzidas no mercado é condição necessária para obter sucesso e diferenciação estratégica o modo como está preparada a infraestrutura de Tecnologias de Informação (TI). Uma das possibilidades para as empresas terem uma infraestrutura de TI preparada para receber estes desafios é um conjunto de boas práticas que constam na literatura da Information Technology Infrastructure Library 2011 (ITIL). Esta
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Pettersson, Anton. "Anpassning av ITIL för att hantera en myndighets SaaS-process : En fallstudie." Thesis, Luleå tekniska universitet, Institutionen för system- och rymdteknik, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:ltu:diva-66137.

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The purpose of this thesis was to map and analyze how ITIL works together with SaaS in a specificproject at a company. This study has not only confirmed that ITIL and SaaS can work together, but hasalso produced recommendations for specific areas worth focusing on during implementation of thesetwo techniques. It’s worth mentioning that these recommendations have been produced from a veryspecific context and that customization of said technologies needs to be made to fit each organization.The results from this study implies that there might be a connection between the choice of developmentmetho
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Mendes, Maria Jéssica Silva. "Aplicação de ITIL numa empresa prestadora de serviços de outsourcing de IT." Master's thesis, Instituto Superior de Economia e Gestão, 2016. http://hdl.handle.net/10400.5/13254.

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Mestrado em Gestão de Sistemas de Informação<br>Este relatório de estágio aborda a importância da gestão de serviços das tecnologias de informação e centra o seu estudo na aplicação de uma das ferramentas de boas práticas mais populares - o ITIL - Information Technology Infrastructure Library. O objetivo deste estudo é comparar o modelo aplicado na IBM com o modelo de boas práticas ITIL de modo a identificar gaps existentes e propor respetivas melhorias. O trabalho baseou-se, principalmente, na observação dos processos e análise de entrevistas realizadas a membros da organização integrados nas
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Salazar, Paz Roger Jesús, and de los Ríos Richard Víctor Gonzales. "Aplicación de ITIL en la gestión de accesos de una entidad financiera." Bachelor's thesis, Universidad Nacional Mayor de San Marcos, 2010. https://hdl.handle.net/20.500.12672/15020.

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Presenta la debida Gestión de accesos a nivel operacional, de los recursos y aplicaciones de información en una entidad financiera ABC. El desarrollo de la tesina se enfocó a través de las buenas prácticas establecidas en el marco referencial de ITIL (Information Technology Infrastructure Library). Se incorporó las buenas prácticas de gestión del control de accesos a los sistemas de información en la entidad financiera, establecidas por ITIL, donde los procesos son controlados y mejorados constantemente que proporcionan una óptima gestión de la seguridad de accesos a los sistemas de informaci
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Carrillo, Huamaní Faridy. "Gestión de incidencias aplicando ITIL en una compañía de telecomunicaciones - contact center." Bachelor's thesis, Universidad Nacional Mayor de San Marcos, 2008. https://hdl.handle.net/20.500.12672/14041.

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Establece como aplicar ITIL (Biblioteca de infraestructuras de Tecnología de Información) específicamente la gestión de incidencias de tal forma se puede optimizar la administración del Servicio de la Gerencia TI, optimizando así los tiempos de respuesta y maximizando la disponibilidad de los servicios. El proceso de actividades propuesto para la gestión de incidencias se basa en ITIL debido a que este es un marco de mejores prácticas, se enfoca en la calidad cuyo objetivo es alinear la organización de IT con el negocio logrando no solo mejoras para el departamento de TI sino a la vez esto se
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Valeriani, Pinto Marco Antonio, and Vera Miguel Ángel Jibaja. "Mejora de proceso de gestión de cambios ITIL en IBM del Perú." Bachelor's thesis, Universidad Peruana de Ciencias Aplicadas (UPC), 2013. http://hdl.handle.net/10757/313031.

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IBM del Perú es una empresa dedicada a brindar productos y servicios de TI. Una de sus principales líneas de negocio es el Outsourcing de infraestructura de TI. Actualmente la gestión de los contratos de Outsourcing no solo demanda calidad sino también velocidad en la atención de requerimientos de cambio. El cumplimiento se esta expectativa viene registrando una tendencia negativa desde enero del 2013 lo cual se refleja en los resultados de Customer Satisfaction. El presente trabajo contiene tres capítulos orientados a identificar las causas principales de esta problemática para así encontrar
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Dextre, Tuya Jesús Olmedo. "Implementación de las buenas prácticas de ITIL aplicado a la pequeña minería." Master's thesis, Pontificia Universidad Católica del Perú, 2020. http://hdl.handle.net/20.500.12404/17445.

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En los últimos años el uso de las tecnologías de información (T.I) en el rubro minero ha ido avanzando a un ritmo acelerado, pero esto implica que el uso de dicha tecnología debe ir acompañada de una adecuada gestión. La manera de gestionar estos recursos tecnológicos a través de estándares, metodologías y un conjunto de buenas prácticas, como lo es ITIL, también se ha ido actualizando, con el objetivo de incrementar la eficiencia en la gestión de los recursos de T.I que emplea la minería. El negocio minero depende en gran medida del uso de estas tecnologías de información, ya que contr
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Grinkevičiūtė, Almanė, and Rytis Tylūnas. "Kompiuterinės technikos ir programinės įrangos gedimų registracijos sistema ir jos tyrimas." Master's thesis, Lithuanian Academic Libraries Network (LABT), 2007. http://vddb.library.lt/obj/LT-eLABa-0001:E.02~2007~D_20070816_142444-07458.

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ITIL tai eilė dokumentų, kurie naudojami siekiant padėti įdiegti IT paslaugų valdymo struktūrą. Ši individualiai pagal įmonės poreikius pritaikoma struktūra nustato, kaip paslaugų valdymas vykdomas konkrečioje įmonėje arba verslo teorija, orientuota į darbo optimizavimą bei kokybės užtikrinimą IT kompanijose. Mūsų darbo tyrimo sritis buvo modifikuoto incidentų eskalavimo algoritmas, jo modifikacija ir pritaikymas sistemoje. Bei rezultatų palyginimas su ITIL metodologija paremtu algoritmu. Tikslas – susisteminti IT ūkio sprendžiamas problemas.<br>The Information Technology Infrastructure Librar
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