Formalizace základních procesů rámce ITIL pomocí metody BPM

Abstract

This master thesis deals with the ITIL v3 framework, which has become an internationally accepted standard in the area of IT Service Management. The methodological ITIL framework is based on best practices of professionals from the whole world and it is considered to be a current trend in IT service management in many organizations the business activities of which build upon information technologies. The thesis introduces significant particulars of the framework, goes through every single phase of service lifecycle and describes proper processes that are important to deliver and support IT services in a high quality. Accurate specification and formalization of processes that are involved in IT Service Management form an integral part of an efficient implementation of appropriate ITIL principles and techniques in an organisation. It is necessary to adapt the processes to business culture, philosophy, customs and environment. The thesis also deals with business process formalization methods based on precisely defined technique of Petri Nets. The work includes models of some essential ITIL v3 processes created by the BPM method.