Evaluace odezev informačního systému dle ITIL

Abstract

The subject of master’s thesis “Evaluation of Information System Response according to ITIL” is the implementation of evaluation of responses of information system with help of best practices from IT services. Big corporations are using frameworks, methodologies or standards for IT service management on the daily basis, however with massive growth of IT complexity, the effective management of IT services plays the key role in each company. In terms of this master’s thesis the proposal was created in order to evaluate responses from informational system SAP. As the basis for this evaluation, the author used process which is in compliance with the best practices and is a part of publication called ITIL Continual Service Improvement. Process is called 7-step improvement process. Last but not least, proposed solution was also linked with other ITIL processes that support efficient IT service management.