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Dissertations / Theses on the topic 'ITIL'

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Published: 4 June 2021
Last updated: 26 January 2023

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1

Dvořák, Petr. "ITIL trenažér." Master's thesis, Vysoké učení technické v Brně. Fakulta informačních technologií, 2013. http://www.nusl.cz/ntk/nusl-236394.

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This master's thesis presents analysis, design and implementation of an information system for supporting studying and practicing of selected methods described by Information Technology Infrastructure Library (ITIL) with focus on service design and service operation. In the form of a web application the thesis presents an uncommon approach to e-learning system development by extending the standard lecture part by game elements and interactive scenarios. Developed system allows creators to define services and tasks, such as incidents and problems caused by their operation, and evaluate reactions of responsible users. The application can be used by IT administrators or Service Desk managers to train new IT engineers or Service Desk operators.
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2

Sabel, Sebastian, and Kabrini Sarkis. "ITIL i verksamheter." Thesis, Högskolan i Borås, Institutionen Handels- och IT-högskolan, 2014. http://urn.kb.se/resolve?urn=urn:nbn:se:hb:diva-17812.

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Den genomgripande datoriseringen som härjar i dagens företagsvärld har gjort verksamheter starkt beroende av informationssytem för hantering och lagring av information. Parallellt med denna utvckling har IT-förvaltning kontinuerligt utvecklats till ett område som fått en betyande roll. Idag täcks större delar av IT-förvaltning genom ett nytt begrepp, ITSM (IT Service Managment). Detta är ett nyligen framtaget paraplybegrepp som innefattar en mängd begrepp och ramverk som växt fram, däribland ITIL, PM3 och ISO20000. Även nyckelord som value, relations och service genomsyrar hela området. Detta för att möta den mer moderna innebörd som IT-förvaltning idag har. ITIL är ett ramverk som är till för att förbättra IT-förvaltningen för de verksamheter som väljer att införa det. Dock finns det en del aspekter verksamheter behöver ta hänsyn till när de inför ITIL. Det handlar om finansiella aspekter, kompetens för processer och förståelse och teknik.Syftet med denna studie är att undersöka ITIL för verksamheter som valt att införa det och hur detta påverkat IT-förvaltningen. Tre faktorer kommer att hanteras - utmaningarna som kan uppkomma vid införandet av ramverket och utmaningarna verksamheter har i det dagliga arbetet med ITIL. Studien ska dessutom undersöka fördelarna verksamheter känt av med införandet av ITIL.Studien har haft en hermeneutisk ansats med en kvalitativ karaktär. Empirin som samlats in har byggts upp utifrån semi-strukturerade intervjuer för två verksamheter. I denna fallstudie har det studerats djupare kring hur två verksamheters arbetssätt med IT-förvaltning fungerar, i det avseendet att vi har undersökt hur de arbetar med ITIL. Dessutom har en komparativ design valts för att försöka öka tillförlitligheten och för att få en större förståelse av de sociala fenomen som undersökts. Vidare har en korsanalys gjorts för att upptäcka likheter och skillnader mellan de olika verksamheterna som undersökts.Med denna studie har ett antal slutsatser kunnat dras. Vid införandet av ITIL handlar det oftast om utmaningar som rör acceptanssvårigheter för de anställda som påverkats av några faktorer. Dessa faktorer innefattar vokabulären, dokumentationen, processeförståelsen och arbetsrutinerna ITIL för med sig till verksamheten. I det dagliga arbetet med ITIL ligger utmaningarna i ramverkets komplexitet och det processorienterade arbetssättet. Utmaningarna ligger här även i att få samspel mellan människor, processer och teknik att fungera för att uppnå ett effektivt IT-förvaltningsarbete för IT-tjänsterna. Vi har kommit fram till att ITIL även kan leda till en icke önskvärd byråkratisering av verksamheter som väljer att införa det. Fördelar med införandet av ITIL har visat handla om att verksamheter känt av en ökad och mer omfattande kontroll på anställda och resurser. Dessutom är ökad kundnöjdhet en märkbar fördel ramverket fört med sig.
Program: Dataekonomutbildningen
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3

Eriksson, Markus, and Sebastian Andersson. "Komplikationer vid praktiskt arbete med ITIL- En fallstudie om ITIL Practitioner." Thesis, Högskolan i Borås, Akademin för bibliotek, information, pedagogik och IT, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:hb:diva-13288.

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Det digitala samhället vi idag lever i ställer allt högre krav på tjänster och tjänsteinnovationer till följd av den förflyttning som skett från ett traditionellt varudominant synsätt till ett tjänstedominant synsätt på varor och produkter där kunden har en betydande stor roll. Den tjänstedominanta synen även kallad IT service Management har växt fram till att bli en viktigpusselbit för organisationer i hanteringen av dess IT-strategier. För att styra organisationers IT-service Management har olika diverse ramverk växt fram delvis för att främja flexibilitet. Ett av de mest använda ramverken är Information Technology Infrastructure Library (ITIL). ITIL fokuserar på processer för att leverera och hantera IT-tjänster för en verksamhet. De fördelar som ITIL kan främja berör bland annat förbättrad tjänstekvalitet genom att ökatjänstepålitligheten samt tjänstetillgängligheten. ITIL främjar även flexibilitet där samtidigt tydliga avgränsningar och vägledning ges. För ITIL finns olika certifieringsnivåer och utbildningar som kan genomföras. Trots ITILs popularitet, utbreddhet samt den mängdpublikationer som ITIL är uppbyggt av finns dock ett antal svårigheter vid implementering av ITIL. Bland annat upplever verksamheter en osäkerhet i vart arbetet skall börja och vilken process som bör implementeras först i kombination med en efterfrågan på mer praktiskvägledning från utövare. För att besvara denna efterfrågan har Axelos ITILs ägare, introduceraten ny certifieringsnivå och med detta introducerat en ny kurs, Practitioner. Syftet med denna studie är därför att skapa en förståelse för hur ITIL Practitioner kan tillföra praktisk vägledning för en kommunal verksamhet. För att besvara studiens forskningsfråga utfördes en kvalitativfallstudie, där en semi-strukturerad intervju i kombination med granskning av dokumentgenomfördes på en kommunal verksamhet med informanter som har god kunskap av ITIL samt genomgått den nya certifieringsnivå som introducerats av Axelos. Från det insamlade materialet via intervjun och dokumentgranskningen kunde författarna identifiera ett antal faktorer som besvarar hur ITIL Practitioner kan tillföra praktisk vägledning för en kommunal verksamhet. Den mest framträdande faktorn uppnås genom att ITIL Practitioner genomförs internt meddeltagare från den egna verksamheten, där ITIL Practitioner utformas efter verksamhetens egna behov. Ytterligare faktorer som författarna kunde identifiera var att ITIL Practitioner kan egenverksamheter givande diskussioner gällande mjuka frågor, samt att ITIL Practitioner kan ge engemensam grund att stå på, så olika delprojekt bedrivs på liknande sätt.
The digital society we live today poses increasingly high demand on services and service innovations as a result of the shift from a traditional goods-dominant logic to a service dominant view on goods and products where the customer plays a significate role. The service dominated view also known as IT Service Management, has grown to be an important piece of puzzle for organizations in managing its IT strategies. In order to control organizations’ IT Service Management, different frameworks have been developed partly to promote flexibility. One of the most common framework is the Information Technology Infrastructure Library (ITIL). ITIL focuses on processes for delivering and managing IT services for an organization. The benefits that ITIL can promote affects, among other things, improved service quality by increasing service reliability and service availability. ITIL also promotes flexibility as well as providing clear delimitations and guidance. For ITIL there are different certification levels and programs that can be performed. However, despite ITIL’s widespread popularity and the amount of publications that ITIL is built on, there are a number of difficulties in implementing ITIL. Some organizations experience an uncertainty as to where the work is to begin, which processes that should be implemented first in combination with a demand for practical guidance from practitioners. To answer this demand Axelos, ITIL’s owner, introduced a new level of certification namely ITIL Practitioner. The purpose of this study is therefore to provide an understanding of how ITIL Practitioner can provide practical guidance to a municipal organization. To answer the study’s research question, a qualitative case study was carried out, in which a semi-structured interview as well as document review was conducted on a municipal organization with informants who had good knowledge of ITIL and had undergone the new certification level that Axelos introduced. From the collected material through the interview and documentary review, the authors could identify a number of factors that answer how ITIL Practitioner can provide practical knowledge for a municipal organization. The most prominent factor is achieved by practicing internally with participants from their own organization, where ITIL Practitioner is designed according to the companies own needs. Additional factors that the authors could identify were that ITIL Practitioner can provide organizations with meaningful discussions on soft issues, and that ITIL Practitioner can give a common reason to stand on, so that different subprojects are conducted in a similar manner.
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4

Nilsson, Paul, and Daniel Lasson. "ITIL inom Conect AB." Thesis, Jönköping University, JTH, Computer and Electrical Engineering, 2007. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-838.

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Conect AB wants to know how they can use ITIL in their organization. Right now their company is in an expansive phase and needs a more structured way to work. They have been thinking of improving their way of work for several years but haven’t had the time to do so. Now they have realized they need to work more efficiently to able to grow further. ITIL is a collection of best practices. ITIL’s purpose is to help IT organizations to get more organized to de able to benefit the business in a better way. ITIL is developed by OGC (Office Goverment of Commerce) in England. With the help

ITIL you can structure your work better and there by increase the efficiency of the IT process. ITIL is divided I several processes and each one of them have their own purpose. That makes everyone’s duties clear. The central parts of ITIL are Service Support and Service Delivery that gives an overview of how to work in an

IT organization. The information about ITIL that has been acquired through previous courses at School of Engineering in Jönköping. Some books about ITIL were used to furthermore gather information. The information about how Conect AB work has been put together through several interviews with the supervisor at the company. A survey was sent to several of their customers, which of three of them replied.

This provided a good idea about how Conect AB works today. At the moment the company doesn’t have a helpdesk system to handle incoming

incidents. This is considered as the weakest part for the moment. A helpdesk system could improve the efficiency of their work a lot. To handle the incoming incidents in a correct way Conect AB will need to build a helpdesk, instead of letting the customers call the technicians directly. If they choose to implement the advices given to improve them, they will probably be able to expand even more. The time saved by the improvements can be used more efficient. This will allow the costumer relations to increase.


Conect AB vill veta hur de kan använda ITIL i deras organisation. De befinner sig just nu i en expansiv fas och behöver ett mer strukturerat arbetssätt. De har funderat i flera år på att förbättra sitt arbetssätt men har inte haft tid att göra detta. De har nu insett att de måste effektivisera sitt arbetssätt om de skall kunna växa. ITIL är samling av de så kallade ”best practices” som betyder ungefär bra erfarenheter. ITIL ska hjälpa IT–organisationer med att bli mer organiserade och att öka sin nytta för affärsverksamheten. ITIL är framtaget av OGC (Office Goverment of Commerce) i England. Med hjälp av ITIL kan man strukturera sitt arbetssätt bättre och därmed öka effektiviteten på IT-processen. ITIL är indelat i

flera processer, var och en med sina speciella uppgifter så att alla vet vad de ska göra. De centrala delarna i ITIL är Service Support och Service Delivery som på ett övergripande sätt beskriver hur man kan jobba i en IT-organisation. Informationen om ITIL till det här arbetet har införskaffats genom tidigare kurser på Tekniska Högskolan i Jönköping. Dessutom har böcker använts med

anknytning till ITIL. Informationen om Conect AB:s arbetssätt har sammanställts genom återkommande besök och samtal med handledaren hos uppdragsgivaren. Dessutom gjordes en enkättundersökning mot företagets kunder varav tre svarade.

Genom detta skapades det en bra bild över hur Conect AB arbetar.

För närvarande har firman inte något ärendehanteringssystem för inkommande ärenden. Detta ses som den största bristen idag. Ett ärendehanteringssystem skulle effektivisera deras arbetssätt väsentligt. För att kunna hantera ärendehanteringen

på ett korrekt sätt måste en helpdesk upprättas istället för att tekniker har hand om kundkontakten. Om företaget kommer att implementera förbättringsförslagen kommer de förmodligen att kunna få utrymme för att expandera. Vinsterna består i tidsbesparingar som kan användas mer effektivt. Dessutom kan man öka kundnöjdheten mot företaget.

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5

Hällkvist, Tony. "ITIL - Processer och Processtyrning." Thesis, Luleå tekniska universitet, Institutionen för system- och rymdteknik, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:ltu:diva-65775.

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6

Vozdecký, Martin. "Implementace procesní metodiky ITIL." Master's thesis, Vysoké učení technické v Brně. Fakulta podnikatelská, 2013. http://www.nusl.cz/ntk/nusl-224195.

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Process Management is becoming more discussed issue in every company. The challenge for IT Managers is to deliver IT Services at a high quality in accordance and partnership with business. The diploma thesis Implementation of ITIL process methodology focuses on identification and analysis of existing shortcomings in the specific example of a chosen company in terms of ITIL process methodology and proposes recommendations and changes that will improve the current situation.
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7

Bäcklin, Anna, and Mohammed Abusagr. "ITIL införande på Banverket ICT." Thesis, University of Gävle, Department of Mathematics, Natural and Computer Sciences, 2008. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-711.

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Banverket ICT är en relativt ny enhet med de sammanslagna enheterna Banverket IT och Banverket Telenät. För att få ihop det nya arbetssättet finns långt gångna tankar på att jobba enligt ITIL. ITIL är ett arbetssätt som skall hjälpa organisationer att arbeta mer organiserat och därmed öka effektiviteten för IT-processen. ITIL utgår från processarbete och varje process har sina speciella uppgifter. ITIL är framtaget av OGC (Office Government of Commerce) i England Rapporten visar att ett införande av valda delar ur ITIL bör ske etappvis över hela organisationen inom Banverket ICT, i en kombination med ett ständigt förankringsarbete.

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Wang, Jingwen, and Sereshki Hami Khosravi. "How to implement ITIL successfully?" Thesis, Jönköping University, JIBS, Business Informatics, 2010. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-12968.

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The purpose of this thesis is to reveal how Information Technology  Infrastructure Library (ITIL) should be implemented in an organization in  an efficient and effective way to achieve the goal of reducing wastage, cutting costs and increasing customers’ satisfaction. There are many books dealing with the ITIL. But these publications do not prescribe how to adopt, adapt or implement the guidelines as part of a service management strategy; it would seem useful to explore implementation strategies which are employed by organizations when they are using ITIL “best practices”.

This paper seeks to take a study of “How to implement ITIL successfully in organizations”, which could be subdivided into questions of “What steps are necessary to implement ITIL” and “what factors are critical within implementation process”. Although previous researches have made some recommendations generally, this paper investigates the question on that base through comparing consultants’, organizations’ opinion and previous researches.

This study begins with an overview of ITSM, ITIL, and critical success factors and steps of ITIL implementation. Information about the critical success factors and steps of ITIL implementation were acquired through interviews, emails and questionnaires from responsible staff in some major representative consultancy and organizations.

The outcomes of our research are fourteen significant steps to implement ITIL and some success factors during implementation, which are vital to have a prosperous ITIL implementation. This research makes a guideline for organizations to understand and carry out the ITIL implementation efficiently.

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Pučálka, Martin. "Herní engine pro ITIL trenažér." Master's thesis, Vysoké učení technické v Brně. Fakulta informačních technologií, 2018. http://www.nusl.cz/ntk/nusl-385956.

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This master's thesis is focused on Information Technology Infrastructure Library (ITIL). Objective of the project was to analyze, design and implement a game engine, which would provide simulation of IT service operation in real or accelerated time or in turns. Basic part of the engine is a creators mode, which allows users to create custom IT services and specify their behaviour during operation, like the service would be used in real. Another part of the engine is a players mode and simple service desk. In this mode, players can take care of fluent operation of their services. Thanks to this, they can learn and train practices, which are described in ITIL.
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Nehme, Jalal, Marcus Persson, and Shahrouz Lahiji. "How can ITIL influence IT outsourcing." Thesis, Jönköping University, JIBS, Business Informatics, 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-12500.

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The purpose of this thesis is to examine the impact of best practices framework like In- formation Technology Infrastructure Library (ITIL) on IT outsourcing implementation. This thesis will examine the research question:

“What are ITIL’s effects on IT Outsourcing implementation?”

The goal is to find out whether ITIL is applicable in IT outsourcing project, and if it has a positive or negative impact on it. The study of the impact of ITIL in IT outsourcing pro- jects, will start by giving the reader an overview about ITIL and IT outsourcing critical suc- cess factors. This thesis is conducted through a cross-sectional study, and information has been obtained through secondary literature. The authors have also conducted a series of in- terviews with IT practitioners and an IT expert. The interviews has been done in a semi- structured way.

The outcome of this research show that ITIL definitely can have a positive impact on IT outsourcing implementation. A positive effect that has been discovered from this research is that ITIL improved the communication between service providers and customers. These studies also shows that ITIL can serve as a growth enabler by giving structure to compa- nies work activities. On the other hand, organizations should consider ITIL more as guide- lines than a framework. This research also discovered that using ITIL frameworks can make work procedures more complex and time demanding, and due to this, small- to me- dium-sized companies could face more struggle in the implementation phase of ITIL.

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Donoso, Jaurès Felipe, and Bravo Pía Ramírez. "Metodología ITIL. Descripción, funcionamiento y aplicaciones." Tesis, Universidad de Chile, 2006. http://repositorio.uchile.cl/tesis/uchile/2006/donoso_f/html/index-frames.html.

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Information Technology Infraestructure Library (ITIL), es una metodología que se basa en la calidad de servicio y el desarrollo eficaz y eficiente de los procesos que cubren las actividades más importantes de las organizaciones en sus Sistemas de Información y Tecnologías de Información. Esta metodología fue desarrollada a petición del Gobierno del Reino Unido a finales de los 80 y recoge las mejores prácticas en la gestión de los Sistemas de Información. Desde entonces se ha ido extendiendo su uso en toda la empresa privada, tanto multinacional como PYME, llegando a ser considerado un estándar de facto para la gestión de esta área de la empresa.
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Koliš, Karel. "Aplikace metodiky ITIL pro řízení informatiky." Master's thesis, Vysoká škola ekonomická v Praze, 2010. http://www.nusl.cz/ntk/nusl-74738.

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The Diploma thesis Implementation of ITIL methodology for IT Governance describes the importance of IT Governance in an organization, ways of using several methodologies, the differences between those methodologies and preferred methodology ITIL. The ITIL methodology is described in all stages of the Service lifecycle. In the second part, the methodology is applied on a real organization: Faculty of Business Administration. On the real IT services, provided by the faculty IT unit in all 5 stages of the Service lifecycle.
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Kalivoda, Tomáš. "Návrh ITIL procesů ve veřejném sektoru." Master's thesis, Vysoká škola ekonomická v Praze, 2013. http://www.nusl.cz/ntk/nusl-197669.

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This master thesis analyzes current situation in the area of IT Services management in the Czech public sector in ITILv3 framework. Theoretical part characterizes ITIL framework from high-level perspective, includes processes description and possible use in public sector. Moreover, public sector organization structure and government's strategy vision are summarized. The master thesis practical part analyzes current situation of IT Services management in the Czech public sector, uses public information ressources, surveys, discussions and interviews. The analysis identifies key points threatening IT management effectiveness. IT Governance model is designed based on these key points. The model proposes strategy view and defines crucial organizational responsibilities. Essential ITIL processes are defined including implementation plan and communication strategy.
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Tomiak, Rubens. "Integração de processos e TOM-ITIL para provedores de serviços de telecomunicações e TOM e clientes ITIL V3." reponame:Repositório Institucional da UnB, 2008. http://repositorio.unb.br/handle/10482/5675.

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Dissertação (mestrado)—Universidade de Brasília, Faculdade de Tecnologia, Departamento de Engenharia Elétrica, 2008.
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A realidade para as empresas que prestam serviços de comunicação mudou nas últimas décadas. Elas deixaram de ser provedoras de serviço de voz em redes fixas, e agora estão em um mercado altamente competitivo, com um amplo leque de serviços a serem prestados e inovações tecnológicas que mudam o modelo de negócio. No outro lado, os seus clientes corporativos estão cada vez mais exigentes, pois os serviços de Tecnologia da Informação deixaram de ser coadjuvantes e agora estão intrinsecamente ligados aos negócios. Esta característica tornou este mercado mais sofisticado, onde cada vez mais empresas adotam o conjunto das melhores práticas, da Biblioteca de Infra-estrutura de Tecnologia da Informação - ITIL, em seus processos internos. A versão 2 do ITIL já trazia para o provedor de serviço, o conceito de foco no negócio do cliente. Em 2007 a nova versão do ITIL trouxe o conceito de ciclo de vida do serviço e ampliou a perspectiva do negócio. Este trabalho considera um exemplo hipotético, onde um cliente corporativo, com processos internos fundamentados na versão 3 do ITIL, faz um contrato para prestação de serviços, com um provedor que tem seus processos baseados no modelo eTOM. Considerando o Modelo de Capacidade de Terceirização de Serviços de TI para Clientes - eSCM-CL- eSourcing Model for Client Organizations, da Carnegie Mellon University, será analisado se o eTOM conseguirá garantir a efetividade das interações entre as partes interessadas e gerenciar as relações entre clientes e provedores, garantindo o cumprimento das metas acordadas. ________________________________________________________________________________ ABSTRACT
The reality for communication service providers has changed in the past decades. They left their former role of voice service providers based on wired networks to enter into a highly competitive market by providing a wide service portfolio and technological innovations that have changed the business model. On the other hand, corporate customers are becoming more and more demanding, as Information Technology services left their co-starring role to become the intrinsically connected to businesses, which made this market become more sophisticated, since an increasing number of companies adopt the ITIL – Information Technology Infrastructure Library model in their internal processes. ITIL Version 2 already established the concept of focus on the customer’s business. In 2007, the new ITIL version brought the concept of service lifecycle and expanded the business perspective. This work encompasses a hypothetical example, in which a corporate customer, with internal processes grounded in ITIL Version 3 executes a service provision agreement with a provider having its processes based on the eTOM model. We will analyze if the eTOM will be able to fulfill the requirement demanded by the eSCMCL- eSourcing Model for Client Organizations, from the Carnegie Mellon University: Managing relatioships between clients and service providers to ensure that commitments are met.
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Avalos, Corichi Oscar. "ITIL ciclo de vida del servicio Middleware." Thesis, Universidad de las Américas Puebla, 2014. http://catarina.udlap.mx/u_dl_a/tales/documentos/lmt/avalos_c_o/.

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El objetivo de este proyecto final es documentar el ciclo de vida de un servicio de Tecnologías de la Información. Tecnologías de la Información o TI es el uso de computadoras y software para administrar información. Suele ser conocido dentro de la industria; como el Servicio de Administración de Información. El ciclo de vida de un servicio TI es el modelo que brinda la Librería de Infraestructura de Tecnologías de la Información o ITIL; para estandarizar y operar el servicio de manera óptima y, a una mejora continua. Un departamento de TI en una industria es responsable de almacenar, proteger, procesar y transmitir la información según sean las necesidades. Conforme a lo anterior, es común que el servicio de TI empresarial se divida en departamentos especializados en dar los servicios antes mencionados. Uno de éstos es el de middleware. Middleware en el contexto de las aplicaciones distribuidas (remote login, correo electrónico, navegación Web, streaming, telefonía IP, y compartición de ficheros P2P) es software, que provee servicios que están más allá de los disponibles en el sistema operativo. Lo anterior con el fin de habilitar a los numerosos componentes de un sistema distribuido al manejo y comunicación de datos. Middleware simplifica y da soporte a aplicaciones distribuidas complejas. Incluye servidores Web y servidores de aplicaciones, herramientas de transferencia de mensaje o messaging y herramientas similares; que soportan el desarrollo y la transferencia de aplicaciones. Middleware habilita la interoperabilidad entre aplicaciones que viven en diferentes sistemas operativos, mediante servicios; para la estandarización de un canal de transmisión de datos entre sistemas operativos (Wikipedia, the free encyclopedia, 2013). Las otras partes de un servicio de TI empresarial generalmente son Almacenamientos, Sistemas Operativos; basados en Windows ®, SO UNIX, y Bases de Datos; junto con middleware conforman el servicio de TI. Este proyecto final se enfoca en el departamento de middleware, para una empresa que requiere disponer de una administración de TI que esté acorde a las demandas del manejo de información a nivel corporativo. Resaltando la importancia que tiene la información como elemento clave en el éxito de un negocio. Este proyecto final se sustenta dado que la tecnología de comunicaciones, actualmente ha trascendido para convertirse en un elemento cotidiano, tanto en la vida social, laboral y de negocios. ITIL, que son las siglas de Information Technology Infrastructure Library, es el enfoque más aceptado para la Administración de Servicios de TI en el mundo. Provee un conjunto de mejores prácticas para las organizaciones de TI de todo tipo de sectores, desde privado y públicos (Official ITIL Website). El enfoque ITIL es la piedra angular sobre la que se construyen estrategias de servicio de TI para grandes empresas. El Capítulo 1 Es un marco teórico para el concepto de middleware que se analiza en este proyecto final. También contiene el objetivo general, objetivo específico, los alcances y limitaciones de este trabajo. El Capítulo 2 es un análisis del enfoque ITIL y de las razones por la cual se elige éste dentro de las metodologías existentes dentro la industria de la gestión de servicio de TI. Se establece una estrategia para diseñar, desarrollar e implementar una administración de servicio middleware como un recurso estratégico dentro de la empresa. La estrategia de servicio es crítica dentro del ciclo de vida del servicio y es responsable de alinear los servicios TI y las necesidades del negocio. El Capítulo 3 Muestra el desarrollo que experimenta un servicio de TI interno o doméstico de una empresa hacia un servicio TI corporativo. En este capítulo se tratan las etapas de Diseño y Transición. El Capítulo 4 Analiza la etapa de Servicio de Operación. Ésta es la conjunción y aplicación de las salidas generadas, fase previa del modelo ITIL, para tomar la operación de servicio de alta disponibilidad en la empresa. Se debe tomar en cuenta dentro de esta etapa que habrá un periodo de estabilización del servicio, que no debe afectar la disponibilidad del servicio. También se resalta la continua retroalimentación entre las fases del modelo de servicio ITIL; todo esto para garantizar un servicio de TI alineado a las necesidades del negocio. El Capítulo 5 plasma las conclusiones obtenidas en el desarrollo de este proyecto final. Se incluye los horizontes que vislumbra el proyecto junto con las tendencias que se viven dentro de la industria de TI.
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Škoviera, Martin. "Implementace ITIL a COBIT pomocí nastrojů ARIS." Master's thesis, Vysoké učení technické v Brně. Fakulta informačních technologií, 2015. http://www.nusl.cz/ntk/nusl-234919.

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This master's thesis explores the topic of guidance for the COBIT framework and ITIL library in the context of business process management. It encompasses various process modelling languages and diagrams for companies active in information and communication technologies. Through the selected ARIS tool set and the mapping of all 64 processes, the establishment of individual processes can now be achieved, which is explained by modelling a total of 101 diagrams. The thesis also contains an example of process deployment for a selected company, which is accompanied by an implementation of a dashboard application that monitors the ticket flow of service operation processes.
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Pelcman, Jan. "Nasazení ITIL v malé a střední firmě." Master's thesis, Vysoká škola ekonomická v Praze, 2009. http://www.nusl.cz/ntk/nusl-17477.

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Presented thesis aims at possibilities of implementation of the ITIL best practice at small and medium businesses. The main target is to prove that this methodology can be used not only in big companies, but also in small and medium business sector. First part defines the conception of small and medium business and its specificity. It is concerned with basic definitions, which are used in the main text, such as a service, process, best practice etc. It also demostrates the need of managing IT and some ways how to do it. The second part dwell on ITIL itself, it describes its characteristics, history, it also discusses purpose and content of each ITIL book with emphasis on service operation books. The third part is about deployment of ITIL in SMB, conditions and process of implementation and it proposes some essential processes for small and medium business IT. Also it defines benefits of deployment of ITIL, its limitations and barriers. The final part is concerned about Incident Management implementation in a particular company, it describes the state before and after the implementation. It describes software support tool for this process, its possibilities and costs. At the end of this part an employee survey demonstrates the benefits of the Incident Management process and the SW support tool. It shows resulting improvement of IT support perception among the management and employees of the company.
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Lapotka, Aliaksandr. "Capacity Management a ITIL ve službách datacentra." Master's thesis, Vysoká škola ekonomická v Praze, 2010. http://www.nusl.cz/ntk/nusl-114305.

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This thesis deals with the process of Capacity Management. The main objective of the process is to ensure sufficient capacity of existing infrastructure to support daily business operations and projections of future capacity based on the requirements of the business. In the first part the author focuses on the basic performance characteristics of the Capacity Management coming within the Information Technology Infrastructure Library (ITIL). Also, the author analyzes the process of Capacity Management in an unnamed company and compares it with the best practices of ITIL. The second part is derived from the first, where the author discusses the Business Capacity Management and management of the capacity of IS/ICT. The last part of thesis is about Cloud Computing technologies from the Capacity Management point of view, as well as the introduction of such technologies in selected company. Each part consists of both theoretical backgrounds from diverse sources, as well as practical experience of the author.
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Korous, Petr. "Bezpečnost podnikové informatiky v souvislosti s ITIL." Master's thesis, Vysoká škola ekonomická v Praze, 2011. http://www.nusl.cz/ntk/nusl-165262.

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The diploma thesis discusses information security management in the context of ITIL framework. In the introductory part is explained the concept of information security, its importance and main goals. In subsequent chapters, the work aims to explore methodologies, frameworks and standards related to information security and internal control. Selected frameworks and models and described and compared with each other based on different criteria. The comparison is also one of the benefits of the work because similar topics which compare different models of internal control and information security are quite rare in the literature. The practical part of the thesis forms new methodology on basis of researched models and standards, including ISO 27000, ITIL and COBIT. This methodology provides a relatively simple way to evaluate the level of information security in an organization. It uses process capability model which is applied on selected company. Another benefit of the thesis is the developed methodology and its demonstration on a selected company.
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González, Flores María de la Paz. "ITIL (Information Technology Infrastructure Library) Descripción, Funcionamiento y Aplicaciones." Tesis de Licenciatura, Universidad Autónoma del Estado de México, 2015. http://hdl.handle.net/20.500.11799/99997.

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Lowder, Lawrence Wade. "Implementing the information technology information library (ITIL) framework." [Denver, Colo.] : Regis University, 2009. http://adr.coalliance.org/codr/fez/view/codr:24.

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Kubalcová, Monika. "ITIL v prostředí agilního vývoje software metodikou Scrum." Master's thesis, Vysoké učení technické v Brně. Fakulta informačních technologií, 2014. http://www.nusl.cz/ntk/nusl-235418.

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This thesis follows concept of integration ITIL library and agile methodology Scrum into the IT company developing IT services. After theoretical analysis of both concepts and analysis of chosen company, we will develope methodology, which will tie both process approaches and ensure their perfect synergy. As a methodology support, web application was developed. It evaluates effectivness of processes using key informations and their plot representation. Proposed methodology was presented in the AVG Technologies, which used described processes as template for its internal proceses. Main result of the thesis is set of templates describing processes, which could be specified and applied in companies using Scrum together with ITIL for their development.
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Širůček, Pavel. "Aplikační programové rozhraní pro ITIL Service Desk systémy." Master's thesis, Vysoké učení technické v Brně. Fakulta informačních technologií, 2016. http://www.nusl.cz/ntk/nusl-255358.

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Main focus of this thesis is creating workaround for ITIL processes in service desk systems. As a objective with highest priority was to choose service desk systems, then create interface which can make possible communication between service boards and selected processes. I described also in generally meaning ITIL library, common service desk functions and important ITIL processes. Management of incidents, problems, changes and configurations is based on a set of processes, which are able to manipulate with interface. Web services are main tool of implemented API for working with these processes. In conclusion are also presented several scenarios to demonstrate communication between clients and service across the board created interface.
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Štolbová, Milena. "Řízení informační bezpečnosti v metodikách ITIL a Cobit." Master's thesis, Vysoká škola ekonomická v Praze, 2008. http://www.nusl.cz/ntk/nusl-12065.

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IT security management is one of the essential processes in the company. This thesis deals with aspects of managing the IT security by the methodology of ITIL and COBIT. First part is focused on covering the IT security, defining the terms and concept necessary for indicating the impact of the IT security breach, the common threads which the company needs to resist and stance of methodology ITIL, COBIT and ISO/IEC 27002:2005 for managing the IT security and its specifics. In the following chapter there is a sentencious look at the structure of methodology of COBIT and more detailed depiction of COBIT Security Baseline document. The next chapter defines the methodology of ITIL, briefly compares the ITIL v2 and ITIL v3 versions, and what is more, comes up with structured view into the document of Security management which details the concept of IT security management within the company by the ITIL standards. The main thesis objective located in the last chapter is to compare the main features of both methodologies, the range of their aplicability within the company, and which is the most important, comparing them in the field of managing the IT security.
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Platil, Josef. "Možnosti poskytování služeb veřejné správy pomocí metodiky ITIL." Master's thesis, Vysoká škola ekonomická v Praze, 2011. http://www.nusl.cz/ntk/nusl-85234.

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This thesis aims to answer a question whether it is possible to provide public administration as a service and how can ITIL be used. The thesis is divided into three parts. In the first part of the thesis the theory of management is broken down, the basic concepts are explained and a brief history of the development of public administration in the Czech Republic to the present as well as briefly introducing the expected developments in the near future. The second part of the thesis explains the ITIL framework as the de facto standard for IT management. This Includes the life cycle services, starting with the requirements of customer service through service strategy, service design, service transition, service operation and the ending stages of continuous service improvement. Third section introduces the concept of PAIL as an analogy to the ITIL methodology. Removing the "IT" from "ITIL" makes an "IL", an infrastructure library of good practice, where we find instructions on how to provide, generally, any form of infrastructure services. The essence of this methodology, it the "IL", featuring the specifics of public administration "PA", thus arises as the methodology "PAIL", a " public administration infrastructure library". The design of PAIL takes into account the differences between public administration and providing IT services, however the two methodologies are based on the same principles of service management. As an example of possible implementation in public administration PAIL shows the applicability of the methodology on the example of a single point of contact for the public administration called the "Public Service Desk".
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Hedin, Emelie. "ITIL i små och medelstora företag : Utifrån ett säkerhetsperspektiv." Thesis, Linköpings universitet, Informatik, 2014. http://urn.kb.se/resolve?urn=urn:nbn:se:liu:diva-120526.

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I detta arbete uppmärksammas problematiken kring SME i relation till ITIL utifrån ett säkerhetsperspektiv. Arbetet baseras på två fallstudier där en av dessa två är mer djupgående och därmed behandlas som huvudsaklig. Dessa två fallstudier analyseras sedan utifrån en teoretisk grund baserad på litterära, vetenskapliga och muntliga källor som bearbetats utifrån studiens två övergripande frågeställningar: Vilka är de avgörande faktorer som påverkar organisationen under en ITIL implementation och vilka skillnader finns det mellan större och mindre organisationer i relation till säkerhet? Studiens huvudsakliga slutsatser är att det går att de övergripande faktorer som påverkar en implementation är relaterade till hur organisationen hanterar den organisatoriska förändring som sker i samband med implementationen samt hur de förhåller sig till ITIL innan implementationen. Vidare finner studien att det går att ifrågasätta om storleken på organisationen verkligen är en avgörande faktor i relation till arbetet med säkerhet och att det mer handlar om de kulturella skillnaderna mellan större organisationer och SME.
This work addressed the problem of SMEs in relation to ITIL from a safety perspective. The work is based on two case studies in which one of these two is more profound and thus treated as principal. These two case studies are analyzed from a theoretical foundation based on literary, scientific and oral sources that are processed on the basis of the study's two overarching questions: What are the crucial factors affecting the organization during an ITIL implementation and what are the differences between large and small organizations in relation to security? The study's main conclusions is that it is possible that the overall factors affecting the implementation are related to how the organization handles the organizational change that occurs in the context of implementation, and how they relate to ITIL before implementation. Further, the study finds that it is possible to question whether the size of the organization is really a critical factor in relation to the work on security and that it is more about the cultural differences between large organizations and SMEs.
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Drozd, Radek. "Systém pro správu dohod o úrovni služeb podle ITIL." Master's thesis, Vysoké učení technické v Brně. Fakulta informačních technologií, 2014. http://www.nusl.cz/ntk/nusl-236111.

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This thesis explores the topic of service level agreements management according to IT Infrastructure Library as a structured document. First of all ITIL in general is briefly described, analysis and a structure of SLA is then defined. This is a base for conceptual model definition. Later design and implementation of a web service and a client web application are presented. Both applications will be used as a tool in the course being held by our faculty.
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Matějka, Marek. "Možnosti využití ITIL v prostředí malých a středních firem." Master's thesis, Vysoká škola ekonomická v Praze, 2006. http://www.nusl.cz/ntk/nusl-135.

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Práce se zabývá možnostmi využití nejlepších praktik ITIL v prostředí malých a středních podniků (SMB). Hlavním smyslem je pak zhodnocení ITIL z pohledu SMB sektoru a nalezení styčných ploch, které jsou pro tyto firmy aplikovatelné. Jednotlivé kapitoly se pak věnují konkrétním cílům. První obsahová kapitola definuje pojmy a uvádí čtenáře do problematiky. Text se postupně zaměřuje na problematiku malých a středních firem, jejich ekonomické situace a manažerského přístupu. Další část je věnována stručnému popisu knihovny ITIL. Poslední část této kapitoly se zaměřuje na význam vyspělosti procesů pro firmy i ITIL. Druhá kapitola popisuje stav ITSM a IT governance v malých a středních firmách, nastiňuje problémy, kterým tato oblast čelí. Jsou zde také vybrány některé IT procesy, které by mohly být podporovány ITIL. Poslední obsahová kapitola se věnuje popisu vybraných ITIL procesů, způsobu jejich zavedení v SMB firmách a některým omezením. Na konci je okrajově zmíněn software pro podporu ITIL procesů. Největší autorův přínos lze spatřovat ve faktu, že se dané problematice vůbec věnoval. K dané problematice existuje jen velmi málo relevantních zdrojů. Autor ve své práci využívá nejen je, ale i zdroje z oblasti managementu či ekonomiky. Autorovy závěry jsou kromě literatury postaveny i na jeho zkušenostech z praxe.
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Krištofič, Michael. "Implementácia ICT projektov v súlade s ITIL verzia 3." Master's thesis, Vysoká škola ekonomická v Praze, 2008. http://www.nusl.cz/ntk/nusl-12413.

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This diploma thesis deals with the implementation of ICT projects according to the third release of internationally respected IT infrastructure library (ITIL v3). To be specific, it is about two projects executed by the Renault company -- ToIP which deals with the voice transmission using the data network and S.P.T. concerning workstations' standardization. The objective of this thesis is to describe the implementation process of both projects into the business life and to evaluate the processes and outcomes based on the ITIL v3 recommendations. This goal will be delivered by studying available theoretical materials, authors personal work experience from the position of IT support in Renault and by confrontation praxis with theoretical knowledge. The main benefits of this work are the evaluation of the implementation process correctness according to the ITIL best practices, eventual deficiencies revealing and possible improvement propositions. This work is divided into theoretical and practical part. First, theoretical part is then divided into two captures -- the opening section describes the ITIL v3 best practices with the main focus on Service Transition and Service Operation. Second section is dedicated to the VoIP (voice over internet protocol) technology, part of which is also theoretical knowledge of voice transformation into the digital form, components of VoIP network and the most frequently used architectures. Second, practical part focuses on the projects` implementation. In conclusion the implementation process will be confronted with the ITIL v3 and based on detected failures possible improvements will be proposed.
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Drábik, Dušan. "Využití best practice ITIL při přesunu ústředny telefonního operátora." Master's thesis, Vysoká škola ekonomická v Praze, 2011. http://www.nusl.cz/ntk/nusl-81957.

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The goal of this thesis was set to meet the demands of a telecommunication operator that needed to solve its problems with lack of capacity by switch translocation. This thesis thus may significantly increase the chances of success of this organizationally challenging task by finding relevant best practise ITIL. The thesis sets the method for relevant best practice ITIL selection using the table where columns represent metrics and risks of the project while rows represent elements from chapter Release and Deployment Management. Results of this method are recommendations that should be implemented in the project plans. The advantage of this ITIL-based method is that it is customer oriented and uses clear terminology. The benefits of this method may be increased when used in synergy by companies that implemented ITIL processes.
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Assad, Muhammad Imran, and Mian Abbas Ahmad. "Guidelines for ITIL Implementation : A Framework for IT Service Management." Thesis, Internationella Handelshögskolan, Högskolan i Jönköping, IHH, Informatik, 2015. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-28764.

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Information Technology Infrastructure Library (ITIL) is the most popular andthe influential framework for IT Service Management (ITSM). It is used for ITgovernance, management and control of IT services. It comprises of definedand best practices, developed in 1980’s by British Government Central ComputerTelecommunication Agency. The purpose of this thesis is to present theguidelines to implement ITIL. Available literature on ITIL discusses the importanceof ITIL, its benefits, facilitating and challenging factors associatedwith implementation. But the steps to implement ITIL have so far not beendiscussed. We take the opportunity to explore empirical data from industry andliterature to get to know different strategies and approaches used by IT professionalsfor implementing the ITIL framework.To fulfil the purpose, we stated three research questions: “What are facilitatingfactors for the ITIL Implementation?”, “What are the challenging factors forthe ITIL Implementation?”, and “Based on facilitating factors and barriers,what are the guidelines for a successful ITIL implementation?”. Literature wasreviewed to extract required factors and senior IT professionals from two organisationswere interviewed to get to know what factors had been facilitators and barriers for them. The extracted factors were compiled, grouped and analysedto develop implementation steps. The result of this thesis is a framework developed implementation steps, which any organisation can use as guidelineto adapt ITIL framework. These steps consist of four phases highlighting significantfactors needed for the successful implementation. Among the highlighted factors were top management support, ITIL skills of implementer, resistanceto change, financial support, staff training, process mapping, documentation,project management and governance are the most important factors which influence the implementation process.
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Egeler, Markus. "Perceived benefits for customer service of ITIL IT control use." Click here to access this resource online, 2008. http://hdl.handle.net/10292/546.

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IT service management is becoming more and more important in the current business environment. Especially the IT Infrastructure Library (ITIL) is a widely adopted and accepted IT service management framework (Wagner 2006). Organizations that adopt one of the IT service management frameworks expect to achieve a large range of benefits through the use of the frameworks. The major benefits that are expected to be realised include reduced costs, IT services that are tailored to the business needs, a higher quality of IT services, and improved customer satisfaction (OGC 2007a). Despite the growing importance and acceptance of IT service management and ITIL, there is not much literature that is concerned with the benefits that can be realised when one of the relevant IT service management frameworks is in place. Only a few studies were published in conference proceedings (e.g. Hochstein et al. 2005, Potgieter et al. 2005, Cater-Steel et al. 2006). Even though these studies were able to confirm some of the claims made by the Office of Government Commerce (OGC), the publisher of the ITIL series, there are still a lot of claims that are not evaluated to date. This thesis is taking a Monte-Carlo method based simulation approach to identify some of the benefits of the ITIL for customer service. To achieve this, an initial research model was developed that represents the four most likely benefits for customer service of the use of ITIL and their relationship with customer service and the generation of business value. Subsequently the different path ways for the relationships were explored and models for each of the possible paths were designed. These models include a mediated model, an unmediated model and a partially mediated model. After defining the estimates and constraints for the simulation, the simulation was executed using a MS Excel spreadsheet. The simulation results presented a large amount of data for each of the models and their relationships. The models produced normal distributions and showed stability for changed input and throughput parameters. The analysis of the findings showed that the changes in estimates for each of the models and the associated results of the simulation followed a linear pattern. The linearity of the models combined with the normal distribution of the results offers a lot of opportunities for the use of the developed models. A further enhancement through a test with real-life data could provide the basis for a tool to quantitatively predict the impact of an ITIL implementation on customer service and the creation of value for the business. In addition the four most likely contributors to improved customer service based on the use of ITIL have been identified from a literature review. The identified contribution towards improved customer service of these four beneficiary factors is supported by the results of the simulation. Therefore the results of this thesis provide the research community with a model that could provide the basis for further exploration of the beneficiary effects of ITIL on customer service.
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Herceg, Rastislav. "SW nástroje pro řízení provozu IS dle ITIL v DHL." Master's thesis, Vysoká škola ekonomická v Praze, 2007. http://www.nusl.cz/ntk/nusl-2803.

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Cílem této práce je popsat řízení provozu IS dle standardů ITIL v datovém centru společnosti DHL ITSC v Praze konkrétně v oddělení Operations Control Center (OCC) a přiblížit softwarové nástroje, které jsou zde k tomuto účelu používány. Tohoto cíle je dosaženo za pomoci studia dostupných zdrojů a autorova osobních zkušeností z práce systémového administrátora v OCC. Přínosem této práce je popis řízení IS v praxi, zejména v oblasti správy CMDB (configuration management database) incident managementu, change managementu, problem managementu a knowledgebase, zhodnocení stávající praxe a nalezení možností jak ji vylepšit.
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Drga, Jaroslav. "Návrh řízení problem managementu podle metodiky ITIL ve vybrané organizaci." Master's thesis, Vysoká škola ekonomická v Praze, 2014. http://www.nusl.cz/ntk/nusl-193586.

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Nowadays, ITIL represents intensely extended methodology for managing ICT services in the corporate services. This whole methodology contains 26 processes in a total of 5 books covering the life cycle of ICT services. One of the processes is also a problem management which is arranged in the book of Service operation. The goal of this dissertation is to design a complex model for the problem management at Vodafone Czech Republic a.s. In the opening of this thesis, the context of the ICT services in the corporate environment is defined. The following part presents basic information which provides the methodology in general. However, it is obvious that this information is insufficient for the real usage in the corporate environment. By combinig the knowledge gained from the methodology with knowledge about other ICT corporate services and business environment, the model itself has been established. Firstly, the chosen corporation was briefly introduced and the key aspects of ICT services were defined. Secondly, the weaknesses of the current state were identified. These inputs were applied in the design of the model. The first element of the model contains a vision and strategy of problem management. Subsequently, an analysis of the interested parties from the perspective of a problem manager was presented. The tools to support the work of a problem manager were briefly outlined and also the responsibilities of each roles -- what is a problem and what is not -- were determined. This model prevents possible misunderstandings and reduces friction surfaces. The main part of the entire model is the proces itself in which were identified 4 basic phases. For the purpose of information transmission in and out of the process was designed a method of communication and escalation matrix. Draft of the model is enclosed by showing key performance indicators. The last part of this thesis contains a design of database of known errors and a discussion of current challenges in the area of the problem management. The author of this thesis is a problem manager in previously described company and therefore he was able to insert his own recommendation from practise in every model supported by casual explanation.
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Bartoň, Pavel. "Zavádění ITIL procesů do firmy s důrazem na Incident Management." Master's thesis, Česká zemědělská univerzita v Praze, 2015. http://www.nusl.cz/ntk/nusl-258359.

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Thesis covers IT management with emphasis on incident management and its implementation to company, which desires to apply the best practice of information technology service management. First part of the thesis defines common language of modern management of IT processes -- Information Technology Infrastructure Library in its last 3rd version from 2011 (ITIL v3). Furthermore paper analyzes the function and role of Incident Management within company and its connections to other processes. Second part of the thesis describes practical implementation of the Incident Management and comparison of state before and after ITIL compliant processes.
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Volante, Riccardo. "Software per la gestione di infrastrutture IT secondo lo standard ITIL: un modello e una guida di valutazione." Bachelor's thesis, Alma Mater Studiorum - Università di Bologna, 2010. http://amslaurea.unibo.it/1398/.

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Condori, Fernandez Miriam Merced. "Gestión de incidencias aplicando ITIL v3 en una empresa de telecomunicaciones." Bachelor's thesis, Universidad Nacional Mayor de San Marcos, 2018. https://hdl.handle.net/20.500.12672/11513.

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Trata sobre el modelamiento del proceso de gestión de incidencias para una empresa de telecomunicaciones cuyo principal objetivo es mejorar el tiempo de atención de un incidente reportado, el mismo que retrasa muchas veces con la información importante para el negocio. Para la implementación del modelo se tomó como referencia las buenas prácticas de ITIL v3 y para mejorar el desempeño del proceso se utilizó el BPM, asegurando así que las actividades se llevan a cabo de acuerdo con el marco de buenas prácticas evitando así la sobrecarga de incidencias y sobre todo que los procesos diarios presenten un mínimo de interrupción en el servicio.
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Žižka, Petr. "Srovnání metodik zaměřených na řízení ICT procesů s důrazem na ITIL." Master's thesis, Vysoká škola ekonomická v Praze, 2009. http://www.nusl.cz/ntk/nusl-17067.

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The subject of this thesis is a detailed description of the methodics and the sets of best practices for the information processes management and informatics as such, and their comparison as far as history, content, specialization and structure are concerned. The thesis mainly concentrates on a set of the best practices called Information Technology Infrastructure Library (ITIL). Furthermore, the relations between individual methods and between ITIL V2 and V3 are described. In addition, attention is also paid to the possibilities of utilizing these methods in order to attain maximal synergetic effect. The first chapter deals with ITIL. It describes the history of the second version in particular. A separate chapter is devoted to showing the differences between v2 and v3 and mapping of the processes from the second version to the third. This chapter also provides the basic principles of ITIL v3 and a detailed description of individual publications and main processes. The next part deals with ČSN/ISO 20 000, Cobit and ITGPM. A description, advantages of its implementation and the relation to ITIL is provided for each of these documents. Furthermore, the way to obtain the ČNS/ISO 20 000 certification is also described. In the following section, ITIL, Cobit and ČSN/ISO 20 000 are compared in detail. The criteria for the comparison are: type, subject, size of the organization, sector, availability, organization certification, individuals certifications, linkage to other methods, extent, concept of the life cycle, processes description, weak and strong spots. The practical part of the thesis deals particularly with the service catalogue optimalization and creation of the SLA prototype for the IT department of radio Free Europe. The practical part is the biggest contribution of this thesis.
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Antalík, Dominik. "Návrh zavedení ITSM s využitím rámce ITIL se zaměřením na bezpečnost." Master's thesis, Vysoké učení technické v Brně. Fakulta podnikatelská, 2018. http://www.nusl.cz/ntk/nusl-378360.

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The diploma thesis solves proposals for improving the quality of providing IT services and their optimization in the interest of the company and its business goals. For the needs of user-friendly IT services with optimized cost, the processes, functions, roles of employees and technology need to be a benefit for the business. By adopting and adapting the ITIL framework, it will be possible to increase the efficiency and effectiveness of providing IT services, to clearly define the IT service management and to define the main processes with the relevant objectives. The ITIL framework uses best practices that have been successfully used in other organizations. Practically proven processes, improved service quality and long-term optimization with continuous improvement offer cost-cutting potential. ISO/IEC 27013:2015 provides guidance on the integrated implementation of ISO/IEC 27001 and ISO/IEC 200001 will be helpful in maintaining the integrity of the current information security management system with the design of IT services management.
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Pettersson, Emelie. "Att uppnå kvalitet hos processmodeller med ramverket ITIL : med stöd från modelleringsspråket UML." Thesis, Högskolan i Skövde, Institutionen för kommunikation och information, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:his:diva-5049.

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Detta arbete påvisar ramverket ITIL’s förmåga att uppnå kvalitet hos processmodeller. Arbetet har resulterat i en checklista där kontroll utav kvalitetsfaktorer kan utföras för verksamheter som siktar mot en processmodell med kvalitet. Denna studie har utförts med hjälp utav ett företags processmodeller, som baserade sin modellering på ramverket ITIL. Utifrån checklistan har dessa processmodeller validerats och analyserats. Därmed påvisas det i denna studie vilka kvalitetsfaktorer som bör beaktas när modellering utav processer sker samt vilka kvalitetsfaktorer som inte uppnår kvalitet med enbart ramverket ITIL. Det presenteras därefter hur ITIL’s ouppnådda kvalitetsfaktorer går att uppnå med stöd utav modelleringsspråket UML.
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Protiva, Tomáš. "IT Governance na MZV ČR - systémový pohled a praktické dopady." Master's thesis, Vysoká škola ekonomická v Praze, 2008. http://www.nusl.cz/ntk/nusl-4280.

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The diploma thesis reacts on the interest of the Czech foreign ministry IT department to get an overview of ITIL 2 and COBIT 4.1 world-wide acknowledged IS/IT management best practice libraries. Both libraries are put in the framework of IT Governance theory and practice. COBIT is presented as world ITG standard, meaning the alignment of organization's strategic goals and IT goals. It is focused on organizations, where the shift of IT perception towards a strategic partnership with the business is driven by top-down board initiative. On the other hand, the ITIL core texts Service Support and Service Delivery are treated as a standard of IT service management, suitable as a framework to establish processes within the foreign ministry's IT department. Three alternative implementations of the two libraries are shown, in a situation of non-existent process management and information architecture. Moreover, the IT Governance initiative has a bottom-up character. The first variant connects ITIL and COBIT process models to the goals and projects outlaid in the 2008-2010 IT Strategy draft (IT BSC was used in the strategy to set up goals). The COBIT processes are aligned to the IT BSC domains and projects; further on, more detailed ITIL tools are assigned to the COBIT processes using the toolbox [IT GOVERNANCE INSTITUTE; OFFICE OF GOVERNMENT COMMERCE. Aligning COBIT, ITIL and ISO 17799 for Business Benefit]. As the projects formulated in the IT Strategy don't focus on the fundaments of process management, a stepwise approach to document the current processes using the ITIL: Service Support and Service Delivery framework is suggested. The second variant came into reality in mid 2008: COBIT has been used without success to estimate users' preferences. The reasons of the failure are discussed. Czech translation of COBIT 4.1 maturity models by the author intended to use as one of the tools in the opinion poll is attached as Annex 2. The last variant is not directly aligned to the problems of foreign ministry's IT/IS, but it is the most pragmatic guide to the implementation of the libraries. As an external help desk has been already launched, I suggest the establishment of ITIL Incident Management and Problem Management processes, supported with a CMDB configuration database.
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Machado, Mauro José Patusco. "ITIL aplicado ao Ciclo de Vida de Aplicações Distribuídas: Estudo de Caso." Master's thesis, Instituto Politécnico de Setúbal. Escola Superior de Ciências Empresariais, 2015. http://hdl.handle.net/10400.26/10296.

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Projeto apresentado para cumprimento dos requisitos necessários à obtenção do grau de Mestre em Sistemas de Informação Organizacionais
Por forma a acompanhar as rápidas alterações que são produzidas no mercado é condição necessária para obter sucesso e diferenciação estratégica o modo como está preparada a infraestrutura de Tecnologias de Informação (TI). Uma das possibilidades para as empresas terem uma infraestrutura de TI preparada para receber estes desafios é um conjunto de boas práticas que constam na literatura da Information Technology Infrastructure Library 2011 (ITIL). Esta permite através da sua implementação nas organizações a redução de custos, melhoria da produtividade e uma qualidade sempre ajustada às expectativas do cliente. Como objetivos deste estudo de caso temos a descrição da importância da framework ITIL 2011 na prestação de serviços de TI, ao nível de gestão de Ciclo de Vida Aplicacional (CVA), promovendo assim a criação de valor e a satisfação dos clientes de TI. Pretende-se efetuar uma exposição do benefício da adoção de boas práticas do ITIL no auxílio à gestão do ciclo de vida de aplicações em plataformas distribuídas e o que muda com a introdução desta nos seus processos de negócio, o nível de produtividade e qualidade, comparando resultados antes e aquando a implementação das boas práticas ITIL nas promoções de versões das aplicações entre os vários ambientes, assim como uma análise à gestão do risco pertencente a este processo. Após ter sido definido e delimitado o tema do estudo de caso alvo deste projeto, a metodologia utilizada para a sua elaboração centrou-se numa primeira fase na recolha do material para efetuar o estudo, da análise e de tratamento deste. Seguiu-se a elaboração do estudo de caso, retiradas as conclusões e idealizadas perspetivas de trabalho futuro. Procurou-se sempre uma contínua atualização da literatura utilizada para a elaboração deste relatório de projeto. Como principais conclusões, verifica-se um maior controlo sobre alterações e entregas existente no ciclo de vida das aplicações e plataformas, assim como uma melhor gestão do risco envolvido proveniente da automatização de processos e redução de custos inerentes às operações.
Abstract:In order to follow the fast pace of market changes through strategic differentiation and to become successful, it’s important how the infrastructure of IT it's built. What makes possible organizations to have IT infrastructure prepared to receive these challenges are a set of guidelines from ITIL 2011 framework. This framework allows through implementation, cost reduction, improved productivity always taking into account the customer expectation. The goals expected in this case study of implementing ITIL 2011 framework increase productivity, quality, risk management and delivering services by adding value to the process and meet customer expectations. By analyzing the use of ITIL guidelines applied to the application life cycle management on distributed platforms and reading the changes performed to the business processes. Comparing the results after ITIL framework has been implemented with existing ones in the past, performance keys like productivity level, quality, and risk management are measured. After the subject/objective of this case study is defined, the used methodology to make the case study it's focused on the first phase on collecting information and analysis about the current situation (As-Is). In this case study conclusions are made and future improvements are suggested. The literature used in this case study was the available information at the moment. The main conclusions of this case study are improved control of changes and delivery over the application life cycle management, less risk involved because process automation reduces the risk inherent to the change procedure and cost reduction because less resources are used.
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43

Pettersson, Anton. "Anpassning av ITIL för att hantera en myndighets SaaS-process : En fallstudie." Thesis, Luleå tekniska universitet, Institutionen för system- och rymdteknik, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:ltu:diva-66137.

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The purpose of this thesis was to map and analyze how ITIL works together with SaaS in a specificproject at a company. This study has not only confirmed that ITIL and SaaS can work together, but hasalso produced recommendations for specific areas worth focusing on during implementation of thesetwo techniques. It’s worth mentioning that these recommendations have been produced from a veryspecific context and that customization of said technologies needs to be made to fit each organization.The results from this study implies that there might be a connection between the choice of developmentmethodology and how one chooses to deliver and maintain said product. This might be seen as trivialbut is highly relevant for new actors in the market, and something that should be mentioned in the officialITIL documentation. The same goes for customization of ITIL and SaaS. The results of this study mightlook different if the case study company had been using another development methodology.Earlier research made by Karkošková and Feuerlicht (2014) is confirmed, where one of their hypothesesis that there needs to be extra customization between the cloud (SaaS) and ITIL. They continue theirwork by successively adapt ITIL to SaaS from a consumer perspective. In their paper, they also mentionthe importance of beginning this adaption from the other end; the service provider perspective. Thisthesis begins said perspective, and not only starts to analyze, but also produce four recommendations onhow to proceed with the adaption of ITIL and SaaS.
Syftet med denna studie var att kartlägga och analysera hur ITIL fungerar tillsammans med SaaS i ettbefintligt uppdrag hos ett företag. Denna studie har inte bara bekräftat att ITIL och SaaS fungerartillsammans, den har även tagit fram rekommendationer för vad som tål att fokusera extra på under enimplementationsprocess när organisationen använder SaaS som sin leveransmetodik. Det bör docknämnas att dessa rekommendationer är utarbetade från ett väldigt specifikt fall, och att anpassa lösningarefter organisationerna alltid är och bör vara av hög prioritet.Studien antyder också att det finns ett samband mellan valet av utvecklingsmetodologi och hur mansedan ska leverera och hålla utvecklingen uppdaterad. Detta kan ses trivialt men är relevant för nyaaktörer på marknaden, något som bör antydas i ITIL:s dokumentation. Detsamma gäller anpassning avITIL och SaaS. Hade studiens resultat sett annorlunda ut om företaget istället använt en annanutvecklingsmetodik?Tidigare forskning av Karkošková och Feuerlicht (2014) bekräftas också, där en av deras hypoteser äratt det krävs extra anpassning mellan molnet och ITIL, varpå de börjar med att teoretiskt anpassa dessatvå begrepp, men endast från ett konsumentperspektiv. De nämner att steg två hade varit att anpassa frånett leverantörsperspektiv, och det är precis det som denna studie gör. Arbetet med att anpassa ITIL ochSaaS praktiskt är påbörjat och kan fortsätta att byggas upp av kommande studier. Denna studieproducerar även fyra rekommendationer till anpassningsarbetet.
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Mendes, Maria Jéssica Silva. "Aplicação de ITIL numa empresa prestadora de serviços de outsourcing de IT." Master's thesis, Instituto Superior de Economia e Gestão, 2016. http://hdl.handle.net/10400.5/13254.

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Mestrado em Gestão de Sistemas de Informação
Este relatório de estágio aborda a importância da gestão de serviços das tecnologias de informação e centra o seu estudo na aplicação de uma das ferramentas de boas práticas mais populares - o ITIL - Information Technology Infrastructure Library. O objetivo deste estudo é comparar o modelo aplicado na IBM com o modelo de boas práticas ITIL de modo a identificar gaps existentes e propor respetivas melhorias. O trabalho baseou-se, principalmente, na observação dos processos e análise de entrevistas realizadas a membros da organização integrados nas diferentes fases e processos ITIL. A análise realizada pretende simplificar e facilitar a compreensão deste modelo robusto, que está composto por muitos processos, de modo a tornar esta ferramenta o mais clara possível. A descrição dos processos numa ótica empresarial, permite uma maior compreensão e o estudo de alguns pontos interessantes para uma melhor aplicação futura.
This internship report underlines the importance of information technology's service management and focuses on the application of one of the most popular best practices tool - ITIL - Information Technology Infrastructure Library. The main goal of this study is to compare the model applied at IBM with the ITIL model in order to identify existing gaps and propose improvements. The study relied mainly on the observation of processes and analysis of interviews with members of the organization integrated in different phases and processes of ITIL. The analysis performed intends simplify and facilitate the understanding of this robust model, that is composed by many processes, in order to make this tool as clear as possible. The description of the processes in a business prespective allows a greater understading and the study of some interesting points for a better future application.
info:eu-repo/semantics/publishedVersion
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Salazar, Paz Roger Jesús, and de los Ríos Richard Víctor Gonzales. "Aplicación de ITIL en la gestión de accesos de una entidad financiera." Bachelor's thesis, Universidad Nacional Mayor de San Marcos, 2010. https://hdl.handle.net/20.500.12672/15020.

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Presenta la debida Gestión de accesos a nivel operacional, de los recursos y aplicaciones de información en una entidad financiera ABC. El desarrollo de la tesina se enfocó a través de las buenas prácticas establecidas en el marco referencial de ITIL (Information Technology Infrastructure Library). Se incorporó las buenas prácticas de gestión del control de accesos a los sistemas de información en la entidad financiera, establecidas por ITIL, donde los procesos son controlados y mejorados constantemente que proporcionan una óptima gestión de la seguridad de accesos a los sistemas de información. Se contó con un soporte seguro a través de los flujos establecidos para los procesos. Este soporte integra no solo la descripción de servicio, sino también la interrelación con los responsables, bajo el concepto del modelo RACI, y la intervención de herramientas. Para desarrollar procesos complejos de control de Accesos a los sistemas de información con una gran cantidad de flujos, es necesario seguir un desarrollo evolutivo, comenzando por los procesos principales y menos complejos, para luego en etapas siguientes cuando el equipo de trabajo este maduro solucionar los procesos complejos y de mayor riesgo. Por otra parte la importancia de que un empleado cuente con los accesos que le corresponden según la función que desempeñe, es un tema de seguridad crítico que debe ser brindado por un grupo especializado, involucra a las áreas de seguridad informática para el análisis de las de aplicaciones, y segundas administraciones en las entidad bancaria ABC. Finalmente, mediante la metodología elegida se contribuyó a establecer una “Cultura de Seguridad” entre las personas que brindan este servicio, para ello se instituyó un área de servicio, la cual se nombró ADM – Seguridad, que tiene la independencia de poder administrar la gestión de los accesos de forma efectiva, así como también supervisar el correcto cumplimiento de las políticas establecidas a través de la implementación de procesos y procedimientos.
Trabajo de suficiencia profesional
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Carrillo, Huamaní Faridy. "Gestión de incidencias aplicando ITIL en una compañía de telecomunicaciones - contact center." Bachelor's thesis, Universidad Nacional Mayor de San Marcos, 2008. https://hdl.handle.net/20.500.12672/14041.

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Establece como aplicar ITIL (Biblioteca de infraestructuras de Tecnología de Información) específicamente la gestión de incidencias de tal forma se puede optimizar la administración del Servicio de la Gerencia TI, optimizando así los tiempos de respuesta y maximizando la disponibilidad de los servicios. El proceso de actividades propuesto para la gestión de incidencias se basa en ITIL debido a que este es un marco de mejores prácticas, se enfoca en la calidad cuyo objetivo es alinear la organización de IT con el negocio logrando no solo mejoras para el departamento de TI sino a la vez esto se replica en un beneficio para el negocio. ITIL es una metodología cuyos conceptos sobre las mejores prácticas para la administración de servicios de IT son mundialmente aceptadas y reconocidas, y que, al adoptarlas, permiten lograr que la administración de servicios de TI genere ingresos a la organización y que sus actividades sean proactivas y eficientes. El sistema propuesto resolverá la actual falta de un sistema automatizado que ayude al área de Sistemas en sus labores diarias para administrar los eventos e incidentes que tienen lugar en el ámbito del soporte técnico, logrando que estos sean atendidos satisfactoriamente siguiendo los acuerdos de nivel de servicio.
Trabajo de suficiencia profesional
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Valeriani, Pinto Marco Antonio, and Vera Miguel Ángel Jibaja. "Mejora de proceso de gestión de cambios ITIL en IBM del Perú." Bachelor's thesis, Universidad Peruana de Ciencias Aplicadas (UPC), 2013. http://hdl.handle.net/10757/313031.

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IBM del Perú es una empresa dedicada a brindar productos y servicios de TI. Una de sus principales líneas de negocio es el Outsourcing de infraestructura de TI. Actualmente la gestión de los contratos de Outsourcing no solo demanda calidad sino también velocidad en la atención de requerimientos de cambio. El cumplimiento se esta expectativa viene registrando una tendencia negativa desde enero del 2013 lo cual se refleja en los resultados de Customer Satisfaction. El presente trabajo contiene tres capítulos orientados a identificar las causas principales de esta problemática para así encontrar una solución rápida y factible de aplicar, utilizando modelos y conjuntos de buenas prácticas aceptadas y reconocidas por la Comunidad de TI. Se espera entonces, implementar un mecanismo que permita mejorar la gestión de los cambios solicitados por los clientes de IBM. Con el logro de los objetivos se espera obtener beneficios para la empresa, como reducir el tiempo de las tareas administrativas, reducir los indicadores de incumplimiento de SLAs del contrato y detectar nuevas oportunidades de negocio.
Tesis
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Dextre, Tuya Jesús Olmedo. "Implementación de las buenas prácticas de ITIL aplicado a la pequeña minería." Master's thesis, Pontificia Universidad Católica del Perú, 2020. http://hdl.handle.net/20.500.12404/17445.

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En los últimos años el uso de las tecnologías de información (T.I) en el rubro minero ha ido avanzando a un ritmo acelerado, pero esto implica que el uso de dicha tecnología debe ir acompañada de una adecuada gestión. La manera de gestionar estos recursos tecnológicos a través de estándares, metodologías y un conjunto de buenas prácticas, como lo es ITIL, también se ha ido actualizando, con el objetivo de incrementar la eficiencia en la gestión de los recursos de T.I que emplea la minería. El negocio minero depende en gran medida del uso de estas tecnologías de información, ya que controlan los principales procesos operativos del negocio, pues, en el caso de no contar con una administración adecuada se suscitarían problemas como la paralización de la producción, lo que impactaría negativamente en los ingresos por ventas de la empresa minera. El valor económico de una empresa minera se basa en tres ejes principales: los recursos minerales, la gestión y la tecnología implementada. El presente estudio se va a enfocar en el segundo eje que es la gestión relacionada a las tecnologías de la información en la minería de pequeña escala, ya que muchas de estas empresas no cuentan con una eficiente gestión de sus recursos en el área de T.I; es por ello, que se busca demostrar la importancia de la aplicación de los lineamientos de ITIL con el objetivo de maximizar la capacidad de dicha tecnología, lo cual a su vez impactará positivamente en los ingresos económicos y así incrementar el valor de la empresa. La viabilidad de lo mencionado anteriormente se puede demostrar analizando indicadores financieros como el VAN y la TIR.
Trabajo de investigación
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Grinkevičiūtė, Almanė, and Rytis Tylūnas. "Kompiuterinės technikos ir programinės įrangos gedimų registracijos sistema ir jos tyrimas." Master's thesis, Lithuanian Academic Libraries Network (LABT), 2007. http://vddb.library.lt/obj/LT-eLABa-0001:E.02~2007~D_20070816_142444-07458.

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ITIL tai eilė dokumentų, kurie naudojami siekiant padėti įdiegti IT paslaugų valdymo struktūrą. Ši individualiai pagal įmonės poreikius pritaikoma struktūra nustato, kaip paslaugų valdymas vykdomas konkrečioje įmonėje arba verslo teorija, orientuota į darbo optimizavimą bei kokybės užtikrinimą IT kompanijose. Mūsų darbo tyrimo sritis buvo modifikuoto incidentų eskalavimo algoritmas, jo modifikacija ir pritaikymas sistemoje. Bei rezultatų palyginimas su ITIL metodologija paremtu algoritmu. Tikslas – susisteminti IT ūkio sprendžiamas problemas.
The Information Technology Infrastructure Library is a framework of best practice approaches intended to facilitate the delivery of high quality information technology services. ITIL outlines an extensive set of management procedures that are intended to support businesses in achieving both high financial quality and value in IT operations. Our made-up computer technology and software failure system is based on ITIL methodology. We suggested modified incidents priority lifting algorithm, which presents better row of troubles.
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Pelikán, Robert. "Konfigurační management." Master's thesis, Vysoká škola ekonomická v Praze, 2007. http://www.nusl.cz/ntk/nusl-4479.

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My thesis is aimed at the problems of Configuration Management. Configuration Management is part of managing of information science management. Being part of it, it is very well described in different methodologies aimed at management of information science. Configuration Management is concerned with monitoring of company assets. In information technology it means mainly hardware and software equipment which is being used by the company. Knowledge of exact configurations of all these assets is very important mainly for providing user support, deploying new implementations or running audits. Situation in companies dealing with IT is, that many of such companies do not use Configuration Management at all, on a limited scale or are using some substitute method. Management of these companies usually realizes that it would be good to somehow align problems aligned with using of larger quantities of hardware and software. Often it is a situation when company does not use any methodologies for IT management and thus does not know that something like Configuration Management even exists. Goal of my thesis is to help future users of Configuration Management. I am trying to achieve this goal by analyzing particular components of Configuration Management complemented by my work experiences - I have been engaged in Configuration and Change Management during the majority of the last three years.
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