Proces implementace systému pro řešení uživatelských incidentů

Abstract

This bachelor thesis deals with the optimization of the process of user incident management in a selected company using the ITIL methodology. Due to the growing dependence of organizations on information technology, the effective and fast resolution of incidents is becoming increasingly important to ensure smooth operation. This paper focuses mainly on the elimination of the intermingling of incidents and requirements. The theoretical part describes the basic principles of IT service management and the key processes of the ITIL methodology. The practical part includes an analysis of the initial situation, the design of an optimized procedure and its implementation through a waterfall model. The thesis concludes with an evaluation of the achieved results and benefits of the newly implemented solution.