Návrh optimalizace řízení incidentů v obchodní společnosti

Abstract

This bachelor's thesis focuses on improving the efficiency of IT incident management in a business company using the Microsoft Copilot Studio tool. The main objective is to design and implement solution that leverages a chatbot combining a traditional approach of providing information with generative artificial intelligence for more general types of queries. The theoretical part is based on the ITIL methodology, which describes best practises in the field of IT service management. This chapter also includes the functionalities of the chatbot and an artificial intelligence. The practical part analyzes the current state of incident management in the company, identifies weak points, and proposes specific improvements. The thesis also describes the implementation process of the chatbot and its integration with the used tool. Finally, the benefits of the proposed solution for the daily operations of IT support are evaluated, along with suggestions for further improvement.