Implementace metodiky ITIL

Abstract

The Information, knowledge and know-how gained and used at the right time are valuable article for success in competitive IT and business environment. The work consists of theoretical and practical parts of methodical framework ITIL. The first part is an introduction into ITIL including the historical evolution, basic characteristics of ITIL and an list of key problems in the business and in the IT, then an explanation of the ITIL idea, description of IT Services Management followed by summary of ITIL conception, version 2 and version 3, concluded with their bilateral comparison. The basis of the theoretical part is life cycle of Incident, described in the process of Incident Management that is profoundly specified within the specialized dilemma. Combined with Incident Management is also described function of Service Desk and these processes of Management - Configuration, Change, Problem and Release. The second part starts with identification and analysis of logistic company needs and introduction of the company in chapter called basic company characterization. The pillar of the practical part of work is a description of initial situation in the establishment followed by design implementation ITIL in detailed view of Incident solution in Incident’s life cycle and installation of Incident Management in the company. The thesis´s main goal is to create a concept for solutions of identified limitations. The result of thesis is to develop concepts for implementation of Service Desk and Incident Management in the company. At the close the work is summarized and reviewed in points, which are corresponding with the set goals.