Racionalizace procesu Incident Management ve firmě

Abstract

The goal of this bachelor’s thesis is rationalization of a process in incident management of a company with aim to improve internal processes. In certain parts of theoretical and methodological outcomes is described fundamental terminology which contains process, process management, functional management, differences between process management and functional management, business informatics, ITSM, Cobit ITIL, incident management, incident. In analysis of current status is described basic characteristics of a company, organizational structure, and recent process of incident management. Designed suggestions for improving status of the process management are described in following chapter.