To see the other types of publications on this topic, follow the link: ITSM.
Dissertations / Theses on the topic 'ITSM'
Create a spot-on reference in APA, MLA, Chicago, Harvard, and other styles
Consult the top 50 dissertations / theses for your research on the topic 'ITSM.'
Next to every source in the list of references, there is an 'Add to bibliography' button. Press on it, and we will generate automatically the bibliographic reference to the chosen work in the citation style you need: APA, MLA, Harvard, Chicago, Vancouver, etc.
You can also download the full text of the academic publication as pdf and read online its abstract whenever available in the metadata.
Browse dissertations / theses on a wide variety of disciplines and organise your bibliography correctly.
1
Farmand, Mohammadreza. "Proposing a comprehensive framework for ITSM efficiency." Thesis, Högskolan i Borås, Institutionen Handels- och IT-högskolan, 2013. http://urn.kb.se/resolve?urn=urn:nbn:se:hb:diva-17238.
Full textAbstract:
Nowadays, the main concern for IT-related service sector in organizations is to improve IT-Service Management (ITSM) by reducing cost of service in conjunction with growing in their efficiency and effectiveness. Particularly in IT firms, these concerns are much more imperative where the ITSM framework is the main section of providing service and feedback to managers. However, a challenge is that this significant service segment is ineffective by customers (I.e. IT managers) since IT maintenance and IT operations are unnoticed by IT related research. Academia together with industry demand a better knowledge and information of IT service management to work closely in order to improve efficiency and effectiveness of the system function.In this research study, it is attempted to review the situation of ITSM framework (I.e., Metrics) about evaluation method based on Key Performance Indicators (KPIs) and best practices for IT-Service Management process in DB Schenker and to compare them with other corporations. At first, the researcher has done an extensive literature review on the earlier works of Metrics for IT Service Management. After extracting needed information, it is governed in an innovative way to make it more effective and efficient, then run a case study for better understanding of the real situation and to compare literature and real world. The researchers mainly choose Swedish companies as successful companies in IT management to review ITSM framework (i.e. KPIs).Program: Masterutbildning i Informatik
2
Lukavcová, Kateřina. "Problematika implementace ITSM." Master's thesis, Vysoká škola ekonomická v Praze, 2008. http://www.nusl.cz/ntk/nusl-165191.
Full textAbstract:
The main objective of this diploma thesis is to identify the problems (restrictions, impasses) which are connected with the practical implementation described in the ITIL publication - the processes of ITSM. For achieving these objectives it was necessary to study extensive library of methodologies and standards that are being used in the area of IT service management (i.e. ITIL, CobiT, and ISO 20000). The conclusion is based on the results of consultations with the practicing specialists. The form of these consultations was a questionnaire elaborated in advance. The whole thesis can be separated into two logical units: the theoretical one and the practical one. The structure of theoretical part and the content of individual chapters are designed so that the reader can progressively acquire knowledge about the position of ITSM/ITIL in the area of methodologies and legislative standards intended for operating organization as a whole. In the other part of this thesis the relationship between, actually the most prestigious, two approaches to IT service management: ITSM and IT Governance is described. The chapter presenting other similar methodologies for IT service management follows in logical sequences. The introduction of practical part is dedicated to the basic characteristics of various ways of ITSM implementation (from the position of system integrator, in the form of internal project and in the public sector). The conclusion is divided into three units of the same titles as the main headstones of ITSM, these headstones are: the people, the tools and the processes. For every single unit I have elaborated the summary of the restrictions and the impasses that can appear during practical implementation of ITSM. The main contribution of this diploma thesis is just the last-mentioned, the compilation of summary of impasses related do the practical implementation of IT Service Management.
3
Thorson, Pehr. "Upplevda framgångsfaktorer för kommunal IT-support : Är ITSM svaret på pedagogernas önskan om att minska supportbehovet?" Thesis, Mittuniversitetet, Avdelningen för arkiv- och datavetenskap, 2015. http://urn.kb.se/resolve?urn=urn:nbn:se:miun:diva-26169.
Full textAbstract:
Det senaste decenniet har svenska skolor fått tillgång till stora mängder tekniska hjälpmedel. Skolverket har de senaste åren kunnat konstatera att det finns ett stort behov av kompetenshöjning vad gäller IT-kunskaper hos pedagoger. Samtidigt är tillgången på support för pedagoger på vissa håll begränsad. IT Service Management (ITSM) är en strategi för hur IT-tjänster kan hanteras för olika organisationer, och används för att se till att tjänsterna levereras med rätt kvalité och så kostnadseffektivt som möjligt. Syftet var att undersöka om ITSM, eller delar av strategin, fungerar som framgångsfaktorer som bidrar till att minska den tid pedagoger måste lägga på teknikstöd. Undersökningen skedde i form av två enkäter, där en var riktad mot IT-avdelningar och en mot skolrepresentanter. Dessa båda enkäter skickades ut till 29 kommuner som valdes ut genom systematiskt urval. Resultaten visade att en klar majoritet av respondenterna i kommuner som använder sig av delar av ITSM också anser att dessa komponenter är framgångsfaktorer för att minska behovet av teknikstöd. Resultaten visade också att det inte finns någon stark koppling mellan antalet ITSM-komponenter en kommun har och dess storlek.During the last decade, Swedish schools have gained asset to a large amount of technical resources. The Swedish National Agency for Education has during the last couple of years identified a big need of increasing the skills when it comes to knowledge in IT among the educators. At the same time the access to technical support for the educators is somewhat limited. IT Service Management is a strategy for handling IT services in different organisations, and is used to make sure that the services are delivered with the right quality and as cost-effectively as possible.The objective of this study is to examine if IT Service Management (ITSM), or parts of the strategy, works as a success factor that decrease the amount of time that educators have to spend with technical support. The investigation consisted of two surveys, one was meant for the IT department and one was directed towards the representatives of the schools. Both of these surveys were sent to 29 municipalities that were selected through systematical selection.The results showed that a clear majority of the respondents that use parts of the ITSM strategy also think that these components are success factors that decrease the need of technical support. The results also show that there were not any clear connections between the number of ITSM components used in a municipality and the size of the municipality.
4
Dulanto, Ramírez Ricardo Martín, and Vidal Carlos Efraín Palomino. "Propuesta de Implementación de Gestión de Servicios de TI en una Empresa Farinacea." Universidad Peruana de Ciencias Aplicadas (UPC), 2014. http://hdl.handle.net/10757/337194.
Full textAbstract:
El crecimiento que han tenido las tecnologías de información (TI) actualmente ha generado la necesidad de controlar, gestionar y minimizar la problemática que pueden tener las áreas de tecnología. El objetivo de este artículo es presentar una propuesta a través de la cual se pueda minimizar los problemas del área de TI mediante la implementación de una correcta gestión de servicios de TI (ITSM) usando para ello estándares de clase mundial, específicamente ITIL V3 2011 (Information Technology Infrastructure Library) y COBIT 5 (Control Objectives for Information and Related Technology). Para esto, se analizó la problemática de una empresa específica, determinando y clasificando los problemas apoyados en el estándar COBIT y con ITIL y se presenta una propuesta de solución. Los resultados propuestos permitirán minimizar la problemática y obtener beneficios cuantitativos y cualitativos, con lo cual buscamos incentivar a las empresas y áreas de TI a implementar estándares propuestos para controlar la correcta gestión de servicios de TI.
5
Vlčková, Denisa. "Teoretické koncepce a podnikatelské vize ITSM." Master's thesis, Vysoká škola ekonomická v Praze, 2006. http://www.nusl.cz/ntk/nusl-114.
Full textAbstract:
Práce se zabývá problematikou řízení IT. Předmětem jsou přístupy uplatňující princip IT Governance a IT Service Managementu. Bez povšimnutí nezůstal ani vliv legislativní stránky. Práce klade důraz na praktickou implementaci IT procesů dle ITIL a především pak na možné problémy spojené s implementací.
6
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.
Full textAbstract:
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.
7
Staboli, Chiara. "Caratterizzazione meccanica di conglomerati bituminosi contenenti polverino di gomma da PFU." Bachelor's thesis, Alma Mater Studiorum - Università di Bologna, 2016. http://amslaurea.unibo.it/11601/.
Full textAbstract:
Nelle società moderne, il problema del “rifiuto”, costituisce un fenomeno strettamente connesso allo stile di vita dei cittadini, nonché al sistema di produzione e distribuzione dei beni di consumi e alle normative che regolano questi due aspetti.Ogni anno, solamente in Italia, sono circa 380.000 le tonnellate di pneumatici che sono destinate a discarica, e sono oltre 100 gli anni che un pneumatico impiega per la biodegradazione. L’utilizzo del bitume modificato con polverino di gomma è nato negli Stati Uniti, ma al giorno d'oggi viene utilizzato sempre più frequentemente anche in Italia e in Europa quale valida alternativa per il confezionamento di conglomerati bituminosi.
L’attività sperimentale presentata in questa tesi consiste nel confronto di 2 miscele: una di conglomerato bituminoso standard e l’altra sperimentale con polverino di gomma da PFU, progettata nel Laboratorio di Strade dell’Università di Ingegneria e Architettura di Bologna. Per procedere con la comparazione delle due materiali si è realizzato un campo prove in vera grandezza, in viale Togliatti a Bologna. Nel laboratorio di Strade dell'Università di Bologna si sono poi confezionati dei provini con il materiale prelevato in sito, e su di essi sono state svolte le prove di caratterizzazione statica (ITS) e dinamica (ITSM). Il risultati ottenuti dimostrano che la miscela sperimentale presenta caratteristiche meccaniche inferiori a quella vergine, ma in ogni caso soddisfacenti e superiori a quelli mediamente riconosciuti per miscele bituminose tradizionali per strati di usura. Da sottolineare è che la minore rigidezza presentata dalle miscele additivate con PFU, secondo consolidata bibliografia scientifica, potrebbe conferirle una maggiore resistenza ai carichi ripetuti e determinare così un miglioramento delle caratteristiche di durabilità della pavimentazione bituminosa.
8
Marinho, Estêvão da Silva. "Processo de incubação, características empreendedoras e aprendizagem empreendedora: uma perspectiva interativa." Universidade Federal de Santa Maria, 2016. http://repositorio.ufsm.br/handle/1/4778.
Full textAbstract:
The present study was carried out in the Technologic Incubator of Santa Maria (ITSM), with the aim of analyzing the influence of incubation process on the characteristics and the entrepreneurial learning, in perception of business managers who experience this process in the ITSM. For this, the data were collected through the application of the questionnaire developed by David McClelland (1972) about CCE's and achievement of semi-structured interviews with eight business managers incubated. The questions addressed in the interview had focus on life history, professional trajectory, incubation process and learning entrepreneurial, this latest obeying the assumptions proposed by Politis (2005). For the data analysis used the approach described by Sampieri (2006), analyzing qualitatively the questionnaires applied, and content analysis of the interviews, based on Bardin (2011).The analysis categories were defined a priori: the process of incubation, entrepreneurial characteristics and entrepreneurial learning. The defined categories of analysis not a priori, based on reports of respondents were: perceived demands and interaction needs. It is stressed that the objective of the study was answered fully, in function of which, from the perspective of incubated, the ITSM provided development opportunities for these entrepreneurs, and also for their businesses, stimulating learning them through an experiential character. As contribution, from results obtained, developed a plan of action for the ITSM, in order to reduce the demands perceived by incubated about the incubation process.O presente trabalho foi realizado na incubadora tecnológica de Santa Maria (ITSM), com o intuito de analisar a influência do processo de incubação sobre as características e a aprendizagem empreendedoras, na percepção de gestores de negócios que vivenciam este processo na ITSM. Para isso, os dados foram coletados por meio da aplicação do questionário desenvolvido por David McClelland (1972) sobre CCE´s e da realização de entrevistas semiestruturadas com oito gestores de negócios incubados. Os questionamentos abordados na entrevista tiveram foco na história de vida, trajetória profissional, processo de incubação e aprendizagem empreendedora, esta última obedecendo às premissas propostas por Politis (2005). Para a análise dos dados utilizou-se a abordagem descrita por Sampieri (2006), analisando-se qualitativamente os questionários aplicados, e técnica de análise de conteúdo das entrevistas, baseada em Bardin (2011). As categorias de análise definidas a priori foram: processo de incubação, características empreendedoras e aprendizagem empreendedora. As categorias de análise definidas não a priori, com base nos relatos dos entrevistados, foram: demandas percebidas e necessidades de interação. Destaca-se que o objetivo do estudo foi atendido plenamente, em função de que, a partir da perspectiva dos incubados, a ITSM proporcionou oportunidades de desenvolvimento para estes indivíduos, bem como para seus negócios, estimulando a aprendizagem dos mesmos por meio de um caráter experiencial. Como contribuição, a partir dos resultados obtidos, elaborou-se um plano da ação para a ITSM, com o objetivo de reduzir as demandas percebidas pelos incubados, acerca do processo de incubação.
9
Lindbäck, Mattias. "Rutiner för nätverks- och systemmiljödokumentation utifrån ITIL och utvärdering av ITSM/CMDB-program." Thesis, Mittuniversitetet, Avdelningen för informationssystem och -teknologi, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:miun:diva-30883.
Full textAbstract:
Idag på Höglandets IT (HIT) har de inga standarder eller rutiner för att dokumentera sin nätverks- och systemmiljö. Därför är syftet och målet med arbetet att undersöka och ta fram rutiner för hur HIT ska dokumentera sin nätverks- och systemmiljö utifrån ITIL samt utvärdera två ITSM/CMDB-program som kan användas till detta. Undersökningen har genomförts med hjälp av intervjuer från anställda på HIT och egna utvärderingar av ITSM/CMDB-program. Resultatet som kom fram från intervjuerna var att respondenterna bland annat saknade att kunna se enheter och systems relationer, att nuvarande dokumentation är i blandad kvalité och att det är rörigt bland dokumentationen och svårt att hitta dokumentationen. Den dokumentation och de funktioner respondenterna ville ha var: att kunna se relationer, dokumentation på förändringar, lösningsbeskrivningar, systemdokumentationer, supportärenden kopplade till enheter, sökfunktion, gemensam plats att spara dokumentationen på och att kunna automatisera viss del av dokumentationen. Det framkom också att den mängd tid respondenterna skulle kunna tänka sig att lägga på att dokumentera var 10 % av arbetstiden. Jämförelsen mellan ITSM/CMDB-programmen iTop och Freshservice var jämn och både programmen hade liknande funktioner. En av de stora skillnaderna mellan dem är att iTop är gratis medan Freshservice har en månadsavgift på $49-$79/användare. Båda programmen har olika automationsfunktioner och iTop har enligt mig bättre funktioner för att kunna automatisera viss del av dokumentationen. Slutsatsen är att använda iTop och dokumentera bland annat relationer, lösningsförslag, förändringar, systemdokumentationer och sedan automatisera mer detaljerad information som IP och RAM.Today at Höglandets IT (HIT) there are no standards or routines for documenting their network- and system environment. Therefore, the purpose and goal of this work is to investigate and develop routines for how HIT will document their network- and system environment based on ITIL, and evaluate two ITSM/CMDB-software that can be used for this. The study has been carried out using interviews from employees from HIT and own evaluations of ITSM/CMDB-software. The results from the interviews was that the respondents lacked the ability to see relationships between devices and systems, that the quality of the current documentation is mixed and that it is messy along the documentation and difficult to find the documentation. The documentation and features the respondents wanted where: to be able to see relationships, documentation of changes, solution descriptions, system documentation, support tickets connected to devices, search function, mutual location to save the documentation and to automate certain parts of the documentation. It was also found that the amount of time respondents could think of documenting was 10 % of their worktime. The comparison between ITSM/CMDB-software iTop and Freshservice was even and both the software had similar features. One of the big differences between them is that iTop is free, while Freshservice has a monthly fee of $49-79/user. Both software have various automation features but I think iTop has better features to automate some of the documentation. The conclusion is to use iTop and document for instance relationships, solution document, changes, system documentation and then automate more detailed information such as IP and RAM.
10
Richter, Christian. "Reifegradmodelle für Werkzeuglandschaften zur Unterstützung von ITSM-Prozessen." Diss., Ludwig-Maximilians-Universität München, 2013. http://nbn-resolving.de/urn:nbn:de:bvb:19-161084.
Full textAbstract:
Dienstleister aus dem Bereich der Informationstechnologie (IT) stehen vor der großen Herausforderung, immer komplexere IT-Dienste kostengünstig anzubieten und diese effizient zu betreiben. Um dies zu erzielen, führt die Disziplin des IT-Service-Management (ITSM) strukturierte Managementprozesse ein. Werkzeuge unterstützen diese und stellen eine wichtige Schnittstelle zwischen Mensch, Prozess und Technik dar. Mit diesen Werk- zeugen lassen sich Prozesse koordinieren, die Technik effizient verwalten und wichtige Informationen für den Betrieb zusammenzuführen. Der geeignete Einsatz von Werkzeugen ist eine wesentliche Voraussetzung, um komplexe Aufgaben mit möglichst geringem Aufwand durchzuführen. Effizientes ITSM verfolgt somit auch stets das Ziel, Werkzeuge optimal einzusetzen und die ITSM-Prozesse sinnvoll zu unterstützen.
Im Rahmen der Arbeit wird ein Ansatz vorgestellt, um den Einsatz von Werkzeugen entsprechend zu optimieren. Kern des Lösungsansatzes ist die Definition eines Reifegradmodells für Werkzeuglandschaften. Mit diesem lassen sich Werkzeuglandschaften begutachten und die Unterstützung der ITSM-Prozesse systematisch bewerten. Das Resultat ist eine gewichtete Liste mit Anforderungen an die Werkzeuglandschaft, um eine möglichst gute Prozessunterstützung zu erreichen. Aufgrund der Priorisierung der Anforderungen ist ein IT-Dienstleister nicht gezwungen, die Werkzeuglandschaft komplett in einem großen Schritt anzupassen. Stattdessen können die Verbesserungen sukzessive vorgenommen werden. Das Reifegradmodell unterstützt systematisch dabei, zunächst die wichtigsten Anforderungen umzusetzen, so dass die ITSM-Prozesse effektiv arbeiten können. Die Steigerung der Effizienz erfolgt dann in weiteren Schritten, indem zusätzliche Anforderungen umgesetzt werden. Die Erstellung eines solchen Reifegradmodells wird im Folgenden beschrieben. Zunächst wurden Anforderungen an einen geeigneten Lösungsansatz analysiert und ein Konzept für ein Reifegradmodell erarbeitet. Darauf aufbauend ist dieses Konzept beispielhaft angewendet worden, um ein Reifegradmodell für Werkzeuglandschaften zur Unterstützung von Prozessen nach ISO/IEC 20000 zu entwickeln. Die Arbeit schließt mit einer Evaluation des Lösungsansatzes ab, wobei das entwickelte Reifegradmodell empirisch in einem Szenario eines IT-Dienstleisters angewendet wurde.
Mit der vorliegenden Arbeit wird die Grundlage für ein ganzheitliches und integriertes Management der Werkzeuglandschaft von IT-Dienstleistern geschaffen. Künftige Arbeiten können diese Methodik für spezifische Anwendungsszenarien übernehmen. Langfristig soll diese Arbeit als Grundlage dienen, um ein standardisiertes Reifegradmodell für Werkzeuglandschaften im Kontext von ITSM zu etablieren.
11
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.
Full textAbstract:
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.
12
Zakharenkava, Sviatlana. "Decision-making in IT investment and ROI as a measure of ITSM business benefits." Master's thesis, Vysoká škola ekonomická v Praze, 2008. http://www.nusl.cz/ntk/nusl-165227.
Full textAbstract:
The Diploma Thesis is dealing with questions of investment decision-making in the area of IT and can be a complete guidance on the basic concepts of decision-making on the investment projects, methods of financial evaluation of such projects and the ways of its application in the sphere of IT. It is mainly aimed on the projects dealing with internal processes in IT organizations and optimalization of its management – IT Service Management (ITSM). The paper deals with existing methodologies and standards applicable to IT Service Management and closely works with the latest library of best practices ITIL V3. The introduction gets the reader into the basics of the IT management, introduces the existent market standards and creates a liaison between the IT and business in questions of investments. The second part pays attention to the principles of ITSM and describes the benefits that can process optimalization bring to the company. The third chapter opens up the IT investment topic and introduces various methodological concepts and models used not only in the classical financial theory, but in the modern management practice as well. It offers a basic overview on the methods of investment project evaluation, e.g. Net Present Value (NPV), The Payback Period Method, The Internal Rate of Return (IRR), The Profitability Index, and the most popular one – Return on Investment (ROI). The following chapter applies the measure of Return on Investment (ROI) to the projects of ITSM implementation according to ITIL. It shows the basic principles of the method usage, describes its main components and introduces the way of identification and evaluation of the benefits, which those projects bring to the business. Gained knowledge is based on the real practical examples – several worked-out business cases created for the customers of the Hewlett-Packard Company. The last part of this chapter shortly describes several software tools for building the similar business cases and their own methodology. The last chapter in devoted to the situation on the local and world market and addresses the practical application of the methods of IT projects evaluation in the companies. The conclusion then summarizes important parts and key elements of the paper.
13
Gryc, Václav. "Integrace ITSM aplikací prostřednictvím webových služeb a IBM cloudu." Master's thesis, Vysoké učení technické v Brně. Fakulta elektrotechniky a komunikačních technologií, 2021. http://www.nusl.cz/ntk/nusl-442350.
Full textAbstract:
This thesis is focused on developing software with ITSM integration features. The aim of this work is to design a suitable software architecture for integration applications in a cloud environment. Due to the use of the solution for many customers, emphasis is placed on sustainability and reusability. After wide technology analysis, a web application has been created that is fully configurable to meet a wide range of customer needs. It is decided to use the Node.js environment and the Loopback 4 framework for application development. To ensure lower costs for the operation of cloud resources, compared to competing technologies such as Java. The entire system is deployed in IBM Cloud. The resulting application is put into production by IBM.
14
Pereira, Rui Miguel Portela. "Apoio à revisão de procedimentos segundo a metodologia ITIL numa empresa prestadora de serviços no sector da saúde." Master's thesis, Instituto Superior de Economia e Gestão, 2017. http://hdl.handle.net/10400.5/14999.
Full textAbstract:
Mestrado em Gestão de Sistemas de InformaçãoEste relatório de estágio dá a conhecer a importância de uma das ferramentas mais populares da Gestão de Serviço das Tecnologias de Informação (ITSM) – o Information Technology Infrastructure Library (ITIL). É um conjunto de boas práticas para o planeamento, fornecimento e suporte de serviços de TI. O propósito deste estudo é rever os procedimentos segundo a metodologia ITIL com o intuito de comparar o standard de ITIL e a sua aplicabilidade numa organização no setor da saúde. Desta forma, será possível perceber quais as diferenças entre processos. Também, os questionários (ver anexo – tabela 3) realizados permitiram compreender se os colaboradores estão envolvidos nos processos e se conhecem a terminologia.
This internship report raises awareness of the importance of one of the most popular IT service management (ITSM) tools - the IT Infrastructure Library (ITIL). It combines good planning, supply and IT support services practices. The aim of this study is to review the processes in accordance with ITIL methodology with the intention of comparing the standard of ITIL and its application in an organisation in the health sector. In this way, one will be able to understand the differences between processes. In addition, the surveys undertaken will allow us to understand if the collaborators are involved in the processes and if they are aware of the terminology.
info:eu-repo/semantics/publishedVersion
15
Zakharenkava, Sviatlana. "Investiční rozhodování v IT a ROI jako prostředek měření přínosů ITSM pro business." Master's thesis, Vysoká škola ekonomická v Praze, 2008. http://www.nusl.cz/ntk/nusl-4548.
Full textAbstract:
The Diploma Thesis is dealing with questions of investment decision-making in the area of IT and can be a complete guidance on the basic concepts of decision-making on the investment projects, methods of financial evaluation of such projects and the ways of its application in the sphere of IT. It is mainly aimed on the projects dealing with internal processes in IT organizations and optimalization of its management ? IT Service Management (ITSM). The paper deals with existing methodologies and standards applicable to IT Service Management and closely works with the latest library of best practices ITIL V3. The introduction gets the reader into the basics of the IT management, introduces the existent market standards and creates a liaison between the IT and business in questions of investments. The second part pays attention to the principles of ITSM and describes the benefits that can process optimalization bring to the company. The third chapter opens up the IT investment topic and introduces various methodological concepts and models used not only in the classical financial theory, but in the modern management practice as well. It offers a basic overview on the methods of investment project evaluation, e.g. Net Present Value (NPV), The Payback Period Method, The Internal Rate of Return (IRR), The Profitability Index, and the most popular one ? Return on Investment (ROI). The following chapter applies the measure of Return on Investment (ROI) to the projects of ITSM implementation according to ITIL. It shows the basic principles of the method usage, describes its main components and introduces the way of identification and evaluation of the benefits, which those projects bring to the business. Gained knowledge is based on the real practical examples ? several worked-out business cases created for the customers of the Hewlett-Packard Company. The last part of this chapter shortly describes several software tools for building the similar business cases and their own methodology. The last chapter in devoted to the situation on the local and world market and addresses the practical application of the methods of IT projects evaluation in the companies. The conclusion then summarizes important parts and key elements of the paper.
16
Bentivegna, Lucia. "Studio delle proprietà di autoriparazione di conglomerati tiepidi mediante prove dinamiche di laboratorio." Master's thesis, Alma Mater Studiorum - Università di Bologna, 2010. http://amslaurea.unibo.it/1044/.
Full text
17
Šimčík, Vlastimil. "Model Incident managementu v dialogovém rozhraní e-commerce." Master's thesis, Vysoké učení technické v Brně. Fakulta podnikatelská, 2011. http://www.nusl.cz/ntk/nusl-223118.
Full textAbstract:
This essay deal with implementation of the Incident management as one of the possible means to minimize risks and losses arising from failures in the organization’s infrastructure and inaccessibility of their "business-critical" applications. It focuses primarily on the organization focused on electronic commerce.
18
Rajnyš, Michal. "Metodiky řízení informatických procesů - Implementace ISO 20 000." Master's thesis, Vysoká škola ekonomická v Praze, 2008. http://www.nusl.cz/ntk/nusl-3935.
Full textAbstract:
The text is considering methodologies of information processes management in MSP and is highlighting problems that can arise in this segment. The work consists of theoretical outputs as well as experience from planning the implementation of ISO 20000 in a small Business Intelligence company. In the first part of this work are methodologies put in general frame of informatics management (IT Governance) and is discussed their purpose and impacts of standardization of management processes to which their use is leading. The main attention is paid to ITIL and ISO 20000 and their mutual relationship. In both methodologies is apprised suitability for segment MSP. In scope of the practical part are defined conditions that need to be fulfilled in order to achieve successful implementation of ISO 20000 in MSP. The main output of this part is concrete methodology of implementation of ISO 20000 in a small company.
19
Řenč, Leoš. "Metodiky řízení informatických procesů." Master's thesis, Vysoká škola ekonomická v Praze, 2008. http://www.nusl.cz/ntk/nusl-12364.
Full textAbstract:
This thesis deals with the IT processes management methodics, their comparison in terms of content, aim and support offered during implementation, employee training and in terms of international recognition and spread among businesses. The thesis also deals with mutual methodics relation and their respective use in business practice. The first part includes the characteristics of individual methodics and their basic concepts and relations description. The possible future development trend and the spread of individual methodics in selected countries are also mentioned in this section. The following part deals with the possibilities of certification and training for all mentioned methodics and methodics support during implementation. The current offer state of the training and IT processes management methodics support in the Czech Republic is characterized there. Contribution of these first two parts is arranged comparison of methodics to defined criteria of comparison. The final part is aimed at practical application of IT management methodics in their interrelationship. It contains raw analysis of the use of individual methodics at Česká pojišťovna and the consequent detailed analysis of the selected IT processes. Following proposals for the optimization are made for processes which were detail analyzed. This is the main contribution of this work according to following update of selected IT processes.The current valid approaches to these problems in Česká pojišťovna as well as expected future development are described in this section as well.
20
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.
Full textAbstract:
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.
21
Rabbi, Md Forhad. "An IT Service Taxonomy for Elaborating IT Service Catalog." Thesis, Blekinge Tekniska Högskola, Sektionen för datavetenskap och kommunikation, 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:bth-3440.
Full textAbstract:
In this thesis, I, as the author, have tried to propose a methodology for establishing IT service taxonomy in order to elaborate IT service portfolio and IT service catalog. As a core part of my thesis, IT service taxonomy has been discussed to manage IT services in an efficient way in the small and medium sized enterprises The small and medium sized enterprises can use the categories and sub categories of this taxonomy to define their service catalog and portfolio. In that regards, a list of IT services has been identified from the industries and has been used to define the IT service taxonomy.
22
Camplese, Mariangela. "Studio di conglomerati bituminosi drenanti contenenti polverino di gomma da Pneumatici Fuori Uso (PFU)." Master's thesis, Alma Mater Studiorum - Università di Bologna, 2016.
Find full textAbstract:
Gli odierni sviluppi delle reti stradali nel territorio italiano e l’aumento della propensione all’utilizzo del veicolo hanno portato ad una continua ricerca nello stesso ambito volta sì a mantenere alti i livelli prestazionali e di sicurezza sulla rete stradale ma anche ad aprirsi ad uno scenario ecosostenibile, dato il continuo scarseggiare di materie prime per proseguire con le usuali tecniche di produzione.
In tutti i campi riguardanti l’ambito delle costruzioni civili, che siano esse strutturali o infrastrutturali, numerose sono state le tecnologie introdotte per la realizzazione di materiali sostenibili ma anche e soprattutto il recupero di materiale di scarto, andando così incontro oltre che a una costruzione sostenibile anche ad un recupero di ciò che sarebbe destinato a discariche, ufficiali o abusive che siano.
Nell’ottica dell’introduzione di “nuovi” materiali una posizione di rispetto interessa gli Pneumatici Fuori Uso (PFU) il cui recupero sotto forma di granulato e di polverino in gomma costituiscono, nell’ambito delle pavimentazioni stradali, una notevole opportunità di riutilizzo all’interno dei conglomerati bituminosi.
Il presente lavoro sperimentale è stato svolto nell’ottica di analizzare dapprima le caratteristiche delle pavimentazioni drenanti, del polverino di gomma da PFU e dell’interazione tra i due, a supporto delle sperimentazioni effettuate sulle miscele realizzate in laboratorio. In particolare, sfruttando la tecnologia dry, che permette l’inserimento del polverino nella fase di miscelazione degli aggregati, dopo un’attenta analisi preliminare della composizione delle miscele da realizzare e il successivo confezionamento dei provini e loro addensamento, si è proceduto all’esecuzione di diverse prove al termine delle quali sono state analizzate le differenze meccaniche e reologiche tra miscele ottenute con aggiunta di polverino e miscele prive di PFU.
23
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.
Full textAbstract:
Mestrado em Gestão de Sistemas de InformaçãoEste 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
24
Lövgren, Patrik, and Markus Källstrand. "ITIL i praktiken - En studie av problem, dess orsaker och hur de kan hanteras." Thesis, Högskolan i Borås, Akademin för bibliotek, information, pedagogik och IT, 2016. http://urn.kb.se/resolve?urn=urn:nbn:se:hb:diva-11089.
Full textAbstract:
Omvärlden förändras i en allt snabbare takt, vilket också försvårar driften av organisationer. Detta leder till ökad komplexitet av verksamheters applikationer och ökar kraven på IT-tjänsterna. Fokus behöver därför skiftas från den traditionella synen på IT och IT-förvaltning till en mer kund och tjänsteorienterad syn vilket kallas för IT Service Management (ITSM). Inom ITSM finns det ett antal ramverk och IT Infrastructure Library (ITIL) är det mest populära. ITIL är ett ramverk som fokuserar på processer och funktioner för att leverera och hantera en verksamhets IT-tjänster. ITIL syftar till att skapa fördelar såsom att förbättra tjänstekvalitén, minska kostnader, bli mer tidseffektiva, skapa bättre standarder och i slutändan förbättra kundnöjdheten.Det finns dock ett antal problem som verksamheter stöter på vid användningen av ITIL. För att kunna utnyttja och ta del av de fördelar som ITIL bidrar med, är det viktigt att kunna hantera dessa problem. Ett vanligt misstag är dock att fokus läggs på symptomen istället för den grundläggande orsaken. Syftet är därför att få en helhetsförståelse för de problem som uppstår vid användandet av ITIL, vilka orsakerna är och hur de kan hanteras. För att besvara frågeställningen utfördes en kvalitativ undersökning via semi-strukturerade intervjuer med tre respondenter som har praktisk erfarenhet av ITIL.Intervjuerna visade att respondenterna till stora delar plockade fram liknande problem, och att många av dem grundar sig i samma orsak. Exempel på problem som identifierades var att många hoppar över de strategiska processerna och att det råder en missuppfattning gällande ITIL. Den vanligaste orsaken visade sig vara okunskap, och att de inte vet hur det skall användas. Ett annat problem var att tjänsteleverantören inte efterföljer de införda ITIL-processerna och en orsak till detta visade sig vara att verksamheter har svårt att påvisa nyttan med ITIL. Detta visade sig kunna hanteras genom att analysera mätningar och använda dessa som underlag för att förklara varför ramverket används.The world is changing rapidly, which complicates the management of organizations and leads to an increased complexity of an organisations applications as well as increased demands. Therefore the focus needs to change from the traditional aproach of IT-management to a more customer and service oriented view, which is called IT Service Management (ITSM). Within ITSM there is a couple of frameworks and standars, and the most popular is IT Infrastructure Library (ITIL). ITIL is a framework that focus on processes and functions to deliver and manage an organizations IT-services. ITIL aims to create advantages such as improved service quality, reduced costs, to be more time-efficient, create better standards which leads to improved customer satisfaction.However, there are a number of problems that businesses encounter when using ITIL. In order to utilize and take advantage of the benefits that ITIL is supposed to create, it is important to deal with these problems. However, a common mistake is to focus on the symptoms rather than the root cause. Therefore the aim of this study is to offer a holistic view of the problems arising from the use of ITIL, what the causes are and how they can be managed. To answer theese questions a qualitative study was conducted using semi-structured interviews with three respondents that have practical experience of ITIL.The analysis showed that the respondents identified similar problems, and that many of them are based in the same cause. Examples of identified problems is that it´s common to ignore the strategic processes and that there is a misconception regarding ITIL. The most common cause were found to be lack of knowledge, and that they don´t know how to use the framework. Another identified problem is that the service provider does not comply with the introduced ITIL processes. One of the reasons for this proved to be that the organizations have difficulties to demonstrate the value of ITIL to the staff working with the processes. One way to manage this problem appeared to be by analyzing the metrics and use this as a basis to explain why the framework is used.
25
Marra, Alessandro. "Analisi sperimentale di miscele bituminose drenanti additivate con polverino di gomma da PFU." Master's thesis, Alma Mater Studiorum - Università di Bologna, 2016.
Find full textAbstract:
Lo studio riguarda l'indagine sperimentale condotta ai fini della caratterizzazione di una miscela di conglomerato bituminoso per strati di usura drenanti, additivata con polverino di gomma da pneumatici fuori uso (PFU), secondo la metodologia Dry.
26
Sambo, Mattia. "Valutazione delle caratteristiche prestazionali di una pavimentazione stradale soggetta a sversamenti a seguito di eventi post-incidentali." Master's thesis, Alma Mater Studiorum - Università di Bologna, 2021.
Find full textAbstract:
L’elaborato in questione analizza gli effetti che comportano la contaminazione di diesel, benzina, olio motore, olio freni e acido, al manto stradale e la valutazione delle conseguenze dovute al trattamento di pulizia eseguito in sito e riprodotto in laboratorio. Lo scopo dell’analisi è quello di quantificare le caratteristiche prestazionali di aderenza, la resistenza a trazione e la rigidezza della pavimentazione stradale e a tal proposito, in collaborazione con l’azienda Zini Elio, è stata condotta una serie di esperimenti sul campo prove e sui campioni prelevati da esso, in modo da rappresentare una situazione che simuli le condizioni reali della superficie stradale. Nello specifico sono state previste: ITSM, ITS, Skid test, Grip Tester e Sand Patch. Mediante le prime due tipologie di prova si sono valutate le proprietà meccaniche del conglomerato bituminoso e successivamente stata eseguita un’analisi del danno causato dallo sversamento dei liquidi pericolosi. Per quanto riguarda le altre tre prove, si sono ottenuti risultati finalizzati alla valutazione delle caratteristiche superficiali della pavimentazione stradale. Nel dettaglio sono stati fatti dei rilievi in continuo e puntuali per osservare come viene alterata l’aderenza delle superfici oggetto di studio, sia per tempi antecedenti e successivi allo sversamento che per quelli posteriori alle operazioni di pulizia. Dai dati rilevati è stato possibile confrontare l’aderenza in relazione ai liquidi scelti per simulare gli sversamenti che avvengono in seguito agli incidenti, ai tempi di esposizione alla sostanza contaminante utilizzata, e alle condizioni della superficie, ovvero se essa è stata soggetta o meno al trattamento di pulizia in sito.
27
Semianenka, Yauheni. "Are the principles of ITIL service desk applicable to the environment of SME?" Master's thesis, Vysoká škola ekonomická v Praze, 2011. http://www.nusl.cz/ntk/nusl-165282.
Full textAbstract:
The goal of my master's theses was to analyze the requirements of the ITIL framework for a service desk implementation, identify specifics of SME companies and to try to scale down the ITIL implementation of a service desk to the size applicable to SME. In my practical part I'd like devise a functional model of the ITIL compliant service desk featuring Incident, Request, Change, and Problem Management processes based on the Atlassian Jira sotware. After completing the theasis I will answer a question - if it is possible to use ITIL in the SME segment.
28
Haller, Martin. "Návrh procesů pro společnost poskytující IT služby s ohledem na ISMS a ITSM." Master's thesis, Vysoké učení technické v Brně. Fakulta podnikatelská, 2012. http://www.nusl.cz/ntk/nusl-223705.
Full textAbstract:
The goal of this diploma thesis is to design processes for existing ICT company mainly providing services. This work contains models of the designed processes and proposes convenient information system. All the designed processes are evaluated against ISO/IEC 27000 and ISO/IEC 20000 standards.
29
Richter, Christian [Verfasser], and Dieter [Akademischer Betreuer] Kranzlmüller. "Reifegradmodelle für Werkzeuglandschaften zur Unterstützung von ITSM-Prozessen / Christian Richter. Betreuer: Dieter Kranzlmüller." München : Universitätsbibliothek der Ludwig-Maximilians-Universität, 2013. http://d-nb.info/1042614997/34.
Full text
30
Ciucchi, Lorenzo. "Test dinamici per la caratterizzazione prestazionale dei conglomerati bituminosi tiepidi." Bachelor's thesis, Alma Mater Studiorum - Università di Bologna, 2008. http://amslaurea.unibo.it/183/.
Full text
31
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.
Full textAbstract:
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
32
Rybáková, Alena. "Posouzení a návrh informační bezpečnosti v organizaci." Master's thesis, Vysoké učení technické v Brně. Fakulta podnikatelská, 2015. http://www.nusl.cz/ntk/nusl-224839.
Full textAbstract:
This diploma thesis deals with the issue of information security in the organization. Author's effort is to gain a broad overview of connections, which will then be evaluated in the final section, providing concrete recommendations. In this thesis it is discussed information security management system, service management system and cyber security, both in theory and in terms of real application in a particular organization. The aim is to provide own recommendations for improvement.
33
Besoaín, Pino Felipe Andrés. "Using ubiquitous computing for preventing risk behaviors based on smart contexts through mobile devices: an approach for nutrition and sexually transmitted diseases." Doctoral thesis, Universitat Oberta de Catalunya, 2018. http://hdl.handle.net/10803/664200.
Full textAbstract:
Darrerament s'han fet servir diversos mètodes per a educar persones i comunitats sobre temes relacionats amb problemes mundials de salut, entre els quals hi ha la nutrició i els comportaments sexuals. En l'àmbit de la nutrició, l'excés de pes i l'obesitat són problemes associats a diversos problemes de salut. Aquests problemes són directament relacionats amb l'estil de vida actual de la població. D'altra banda, pel que fa a comportaments sexuals, els avenços en el desenvolupament de les tecnologies de la informació i la comunicació han facilitat les relacions socials, però també els contactes sexuals sense les mesures preventives adequades. Aquest treball explora com es poden desenvolupar mecanismes educatius per a promoure comportaments saludables, centrant-se en un grup objectiu i el seu context, en les dues àrees següents: en primer lloc, la nutrició (relacionada amb l'obesitat o el sobrepès), i en segon lloc, les infeccions de transmissió sexual, que es van triar a causa de la rellevància i la importància que tenen en l'àmbit de la salut pública. L'objectiu d'aquest treball és investigar com la informàtica omnipresent podria ser útil en la salut preventiva per a aquests problemes.Varios métodos se han utilizado recientemente para educar a las personas y las comunidades sobre temas relacionados con problemas de salud en todo el mundo, entre ellos, la nutrición y el comportamiento sexual. En el área de la nutrición, el exceso de peso y la obesidad son problemas asociados con una variedad de problemas de salud. Estos problemas están directamente relacionados con el estilo de vida actual de la población. Por otro lado, con respecto a los comportamientos sexuales, los avances en el desarrollo de las tecnologías de la información y la comunicación han facilitado las relaciones sociales, pero también los contactos sexuales sin medidas preventivas apropiadas. Este trabajo explora cómo desarrollar mecanismos educativos para promover comportamientos saludables, centrándose en un grupo objetivo y su contexto en dos áreas: en primer lugar, la nutrición (relacionada con la obesidad o el sobrepeso), y en segundo lugar, las infecciones de transmisión sexual, que fueron elegidas debido a su relevancia e importancia en el área de la salud pública. El objetivo de este trabajo es investigar cómo la informática ubicua podría ser útil en la salud preventiva para estos problemas.
Several methods have recently been employed to educate individuals and entire communities on topics related to worldwide health issues, among which are nutrition and sexual behaviour. In the area of nutrition, excessive weight and obesity are problems associated with a variety of health issues. These problems are directly related to the population's current lifestyle. Regarding sexual behaviour, advances in the development of information and communication technologies have encouraged social interrelationships, but also sexual encounters were appropriate preventive measures are not taken. This study explores how to develop educational mechanisms for promoting healthy behaviour, focusing on a target group and two areas of its members' lives: 1) bad nutrition (obesity or excessive weight) and 2) sexually transmitted infections. These areas were chosen due to their relevance and importance in the area of public health. The aim of this investigation is to look into how ubiquitous computing could be useful for preventive health regarding these problems.
34
Rajnyš, Michal. "Metodiky řízení informatických procesů - implementace ISO 20000." Master's thesis, Vysoká škola ekonomická v Praze, 2008. http://www.nusl.cz/ntk/nusl-165226.
Full textAbstract:
Increasing amount of consulting companies offering support for implementation of norm ISO/IEC 20000 and their assurance that this norm is suitable for any type of organization is bringing a question if it is in reality true. The text is considering methodologies of information processes management in MSP and is highlighting problems that can arise in this segment. The work consists of theoretical outputs as well as experience from planning the implementation of ISO 20000 in a small Business Intelligence company. In the first part of this work are methodologies put in general frame of informatics management (IT Governance) and is discussed their purpose and impacts of standardization of management processes to which their use is leading. The main attention is paid to ITIL and ISO 20000 and their mutual relationship. In both methodologies is apprised suitability for segment MSP. In scope of the practical part are defined conditions that need to be fulfilled in order to achieve successful implementation of ISO 20000 in MSP. The main output of this part is concrete methodology of implementation of ISO 20000 in a small company.
35
Tartaglia, Marco. "Il polverino di gomma nel riciclaggio a freddo: metodo sperimentale." Master's thesis, Alma Mater Studiorum - Università di Bologna, 2012. http://amslaurea.unibo.it/4721/.
Full textAbstract:
In questo lavoro sono state studiate diverse miscele di conglomerato bituminoso riciclato a freddo, nelle quali si è inserito polverino di gomma proveniente da riciclaggio di pneumatici dismessi. Lo scopo è stato quello di valutare l’effetto del polverino di gomma all’interno di miscele, contenenti il 100% di fresato, confezionate a freddo con emulsione di bitume e cemento, analizzandone gli effetti sulla lavorabilità, sulla resistenza a trazione indiretta, sui moduli di rigidezza e sulle resistenze a fatica.
Nel capitolo primo è introdotto il concetto di sviluppo sostenibile con particolare attenzione al campo delle pavimentazioni stradali. Sono analizzati i più recenti dati riguardanti la produzione di rifiuti di demolizione e ricostruzione in Europa e in Italia. Segue una descrizione del materiale di risulta da scarifica delle pavimentazioni stradali, dei pneumatici e delle modalità di recupero degli stessi.
Nel capitolo secondo sono riportati i principali riferimenti legislativi a livello comunitario, nazionale e locale riguardanti le attività coinvolte nel processo di riciclaggio dei rifiuti per la loro utilizzazione nella costruzione di opere stradali, accompagnati dai principali documenti ausiliari, quali sentenze e disposizioni applicative a completamento del suddetto quadro normativo.
Nel capitolo terzo vengono descritte le principali tecniche di riciclaggio del fresato. Particolare attenzione viene posta nella descrizione delle procedure operative e dei macchinari adottati nelle operazioni di riciclaggio in sito. Infine vengono valutati i pregi e i difetti delle tecniche di riciclaggio a freddo analizzando i vantaggi economici ed ambientali rispetto a quelle tradizionali a caldo.
Nel capitolo quarto sono analizzate le singole costituenti della miscela: Emulsione Bituminosa, Cemento, Aggregati, Polverino di Gomma e Acqua, definendone per ciascuna il ruolo e le caratteristiche meccaniche e fisiche che le contraddistinguono.
Nel capitolo quinto, viene sviluppato il programma sperimentale, sono definiti gli obbiettivi e descritte in modo approfondito le cinque fasi nelle quali si articola. Nella fase uno, vengono introdotte le miscele che dovranno essere studiate. Segue una caratterizzazione dei principali costituenti alla base di tali miscele: fresato , polverino di gomma, cemento, filler,emulsione bituminosa. Nella fase due avviene il confezionamento dei provini mediante compattazione con pressa giratoria. Al termine della realizzazione dei campioni, vengono descritte e analizzate le proprietà volumetriche del materiale quali il grado di addensamento, la densità, la lavorabilità. Nelle fasi tre, quattro e cinque, vengono eseguiti in successione test per la valutazione delle resistenze a trazione indiretta ITS, test per la determinazione dei moduli di rigidezza ITSM ed infine test per la valutazione delle durate dei materiali a fatica ITFT. Per ognuno dei test, sono descritte le procedure operative sulla base delle normative di riferimento vigenti. Segue l’analisi dei risultati di ciascuna prova e la valutazione dell’effetto che i singoli costituenti hanno sulle caratteristiche meccaniche della miscela.
36
Ricci, Riccardo. "Laboratory study of grouted macadams impregnated with mine waste geopolymeric binder." Master's thesis, Alma Mater Studiorum - Università di Bologna, 2012. http://amslaurea.unibo.it/3978/.
Full textAbstract:
A new type of pavement has been gaining popularity over the last few years in Europe. It comprises a surface course with a semi-flexible material that provides significant advantages in comparison to both concrete and conventional asphalt, having both rut resistance and a degree of flexibility. It also provides good protection against the ingress of water to the foundation, since it has an impermeable surface.
The semi-flexible material, generally known as grouted macadam, comprises an open-graded asphalt skeleton with 25% to 35% voids into which a cementitious slurry is grouted. This hybrid mixture provides good rut resistance and a surface highly resistant to fuel and oil spillage. Such properties allow it to be used in industrial areas, airports and harbours, where those situations are frequently associated with heavy and slow traffic.
Grouted Macadams constitute a poorly understood branch of pavement technology and have generally been relegated to a role in certain specialist pavements whose performance is predicted on purely empirical evidence. Therefore, the main objectives of this project were related to better understanding the properties of this type of material, in order to predict its performance more realistically and to design pavements incorporating grouted macadam more accurately.
Based on a standard mix design, several variables were studied during this project in order to characterise the behaviour of Grouted Macadams in general, and the influence of those variables on the fundamental properties of the final mixture.
In this research project, one approach was used to the design of pavements incorporating Grouted Macadams: a traditional design method, based on laboratory determined of the stiffness modulus and the compressive strength.
37
Mera, Macias Angel Cristian. "Metodología para la construcción del catálogo de servicios de TI basada en mejores prácticas de ITSM en entidades públicas." Doctoral thesis, Universidad Nacional Mayor de San Marcos, 2021. https://hdl.handle.net/20.500.12672/16433.
Full textAbstract:
Para desarrollar una buena gestión de servicios tecnológicos es necesario
contar con un catálogo de servicios de tecnologías de la información; sin
embargo, según la literatura se evidencian bajos niveles de implementación
de este catálogo en entidades públicas, esto se corroboró mediante un estudio
de campo realizado en 30 instituciones públicas de la provincia de Manabí,
República del Ecuador, evidenciando que de las pocas entidades que
contaban con un catálogo de servicios (22% parcialmente y 5% totalmente
implementado), la mayoría realizan sus operaciones de manera empírica; su
falta de implementación se da por factores como la no obligatoriedad para
desarrollarlo, el desconocimiento del tema y de las normas y/o prácticas
existentes. Ante esta situación se propuso como objetivo general desarrollar
una metodología para la construcción del ITSC basada en mejores prácticas
de ITSM para contribuir a la gestión del catálogo de servicios de TI en
entidades públicas mediante la automatización de sus actividades. Para
lograrlo, se realizó una revisión sistemática de la literatura, donde se
determinaron 35 estudios que contribuyeron al desarrollo de la propuesta, la
misma que fue construida siguiendo el paradigma de la investigación en las
ciencias del diseño; además, la propuesta fue probada mediante casos de
estudio en tres entidades públicas (dos de Ecuador y una de Perú) aplicando
ocho factores de calidad para la evaluación de artefactos en la construcción
de catálogos, y comprobando los niveles de exactitud (80.81%), sensibilidad
(87.59%), precisión (90.41%) y Puntuación F1 (88.93%), derivados de la
matriz de confusión; finalmente, se evaluó la contribución de la propuesta por
parte de 46 profesionales de tecnologías de la información que laboran en
entidades públicas ecuatorianas y que conocen del catálogo, corroborando
que la propuesta contribuye a la identificación y clasificación de servicios, la
retroalimentación del catálogo y a la automatización de la gestión de servicios
de tecnologías de la información, y por ende a la automatización de la gestión
del catálogo de servicios de tecnologías de la información.
38
Grewal, Sandeep Kaur, and n/a. "Issues in IT Governance & IT service management - a study of their adoption in Australian universities." University of Canberra. Information Sciences & Engineering, 2006. http://erl.canberra.edu.au./public/adt-AUC20060804.092632.
Full textAbstract:
IT service management (ITSM) has emerged as one of the approaches to implementing IT
Governance in Australian Universities. A number of ITSM frameworks have been proposed
however, IT Infrastructure Library (ITIL) and Control OBjectives for Information and related
Technology (COBIT) have been most widely accepted and implemented internationally and
within Australia.
The research reported in this thesis was undertaken to shed light on the issues related to ITIL
adoption and implementation within Australian universities. To date academic research in ITIL
adoption and implementation has not been extensive as it is comparatively a new framework,
especially within Australian universities.
The theoretical framework proposed in this thesis has IT service management as the central
concept, implementing IT Governance to align the university and technology. This framework is
used to examine the experience of ITIL adoption in seven Australian universities, plus a detailed
case study on one university�s experience.
This research reveals a complex web of factors relating to ITIL implementation including; the
pre-implementation process; processes implemented; order of implementation; hiring external
expertise;, tool selection;, staff training; ongoing assessments; managing cultural change;
managing learning curve and resource strain. The findings provide an insight into practical
lessons for other Australian universities or similar organisations considering implementing IT
Governance through IT Service management frameworks. The method used in this research may
be useful for other organisations and researchers analysing universities and similar organisations
implementing ITIL. IT Governance and IT service management frameworks are diverse and
important areas which open a poorly researched field for further work.
39
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.
Full textAbstract:
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.
40
Bernardoni, Fausto. "Caratterizzazione delle proprietà reologiche dei bitumi tiepidi fluidificati ed identificazione di una procedura ottimale di invecchiamento." Master's thesis, Alma Mater Studiorum - Università di Bologna, 2011. http://amslaurea.unibo.it/2857/.
Full text
41
Ramachandran, Selvakumar, and Lavanya Santapoor. "An Exploratory Study on the Relationship between Software Management and IT Service Management." Thesis, Blekinge Tekniska Högskola, Sektionen för datavetenskap och kommunikation, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:bth-3163.
Full textAbstract:
Aims and Objectives: Information Technology (IT) service management has gained importance in the recent years. A service is a means of delivering value to the customers by facilitating outcomes, which customers want to achieve without ownership of the specific costs and risks. As IT services’ efficient execution revolves around its implementation through software management, the need for understanding the relationship between IT service management and software management has become crucial. The aim of this thesis is to explore this relationship. Methodology: We designed this thesis study as an exploratory study. First, a systematic literature review was conducted to explore the role of software engineering in IT service management and the interconnection between them. Then, we performed a case study at Telenor Sweden AB by conducting interviews in order to further investigate the intersecting elements between ITIL v3 Framework, which is an international standard for IT service management and software engineering considering ISO/IEC 12207 standard on software processes. Results: The outcome of this thesis is a mapping between IT service management and software engineering considering ISO/IEC 12207 for software engineering processes and ITIL V3 Framework for IT service management. These mappings have been recommended to use by the case company to incorporate ‘in-house’ software models in line with ITIL V3 Framework implementation. Conclusion: Though ITIL V3 framework gives in depth guidelines for IT Service Management, it does not give sufficient details for managing applications that constitute IT Services. As ITIL V3 is a framework, it is flexible to accommodate the software engineering processes defined in ISO/IEC 12207 standard. Though we brought three-way relationship between ITIL V3, ISO/IEC 12207 and case company’s software process models, it is found out that replacing existing models with ISO/IEC 12207 shall be difficult as it would be two new standards for the employees. The in house software process models are already inspired from standards. In this thesis, we provide a mapping between ITIL V3 and inhouse models of the case company to support the implementation of ITIL V3 for managing software applications to realize IT Services.The thesis gives mapping between ITIL V3 Framework and ISO/IEC 12207 Software Engineering processes to incorporate them in integrated Service Management and Software Management
+46762509249
42
Soukup, Zdeněk. "Technická podpora managementu incidentů." Master's thesis, Vysoké učení technické v Brně. Fakulta informačních technologií, 2012. http://www.nusl.cz/ntk/nusl-412870.
Full textAbstract:
The topic of this Master Thesis is Incident Management process as well as other processes which are inseparably linked to it, such as Problem Management, Change Management, Knowledge Management, etc. Main focus of this work is taken to the mentioned processes implementation in the real environment of the real company. Those processes are to be supported by selected information system whereas the selection itself is also part of the project. The processess are compared and optimized with use of Information Technology Infrastructure Library (ITIL).
43
Baldoni, Daiana Bortoluzzi. "Ocorrência de Pseudomerulius curtisii, Gelatoporia subvermispora e Sarcoporia polyspora no sul do BRASIL." Universidade Federal de Santa Maria, 2012. http://repositorio.ufsm.br/handle/1/5555.
Full textAbstract:
Coordenação de Aperfeiçoamento de Pessoal de Nível SuperiorThe Pampa is the newest Brazilian biomes. It is one of the lest studied and the one of the most economically exploited. Among these forms of exploitation, there is the cultivation of great dominated grassy fields with exotic forest species. Researches involving animal and plant species have revealed great biodiversity, however, they are still rare for microorganisms. The aim of the study was to collect, to isolate and to analyze morphologically and molecularly three wood-decaying fungi growing on Pinus sp. in Pampa biome: Pseudomerulius curtisii (Berk.) Redhead & Ginns, Gelatoporia subvermispora (Pilat) Niemelä and Sarcoporia polyspora P. Karsten. It was conducted the morphological characterization and the sequencing of ITS1-5.8S-ITS2 of species allowing their identification and phylogenetic comparisons with the literature. P. curtisii calls attention to the rarity and beauty of the basidiome and morphological similarities with specimens of the Northern Hemisphere and Oceania, but with a genetic distance, and may show the geographic isolation and the new taxon to be described. G. subvermispora, widely studied by the high biotechnology and industrial potential. It has high similarity with morphogenetic U.S. specimens, but with genetic divergence of Eurasian specimens. S. polyspora shows high morphological similarity with the specimens of the northern hemisphere, but there is a lack of sequences available for phylogenetic comparison. These species were registered for the first time in South America. P. curtisii, G. subvermispora and S. polyspora, fungi Basidiomycota show high potential for nutrient cycling and soil formation by the capacity or lignin and cellulose degradation.
O Pampa é o mais novo dos biomas brasileiros, sendo o menos estudado e um dos mais explorados comercialmente. Dentre estas formas de exploração, destaca-se o plantio de grandes áreas com espécies florestais exóticas. Os estudos envolvendo espécies animais e vegetais têm revelado grande biodiversidade, mas ainda são escassos para microrganismos. O objetivo deste trabalho foi coletar, isolar e analisar morfológica e molecularmente três fungos decompositores de madeira de Pinus sp. no bioma Pampa: Pseudomerulius curtisii (Berk.) Redhead & Ginns, Gelatoporia subvermispora (Pilát) Niemelä e Sarcoporia polyspora P. Karsten. Efetuou-se a caracterização morfológica e o sequenciamento da região ITS1-5.8S-ITS2 das espécies, permitindo suas identificações e comparações filogenéticas com a literatura. P. curtisii chama atenção pela raridade e beleza dos basidiomas e similaridade morfológica com os espécimes do Hemisfério Norte e Oceania, mas com uma distância genética, podendo mostrar o isolamento geográfico e novo taxon a ser descrito. G. subvermispora, amplamente estudado pelo elevado potencial biotecnológico e industrial, apresenta alta similaridade morfogenética com espécimes dos EUA, porém com divergência genética dos espécimes da Eurásia. S. polyspora apresenta alta similaridade morfológica com os espécimes do hemisfério Norte, mas há falta de sequências disponíveis para comparação filogenética. Essas espécies foram registradas pela primeira vez na América do Sul. P. curtisii, G. subvermispora and S. polyspora (Basidiomycota) apresentam grande potencial para estudos de ciclagem de nutrientes e formação do solo pela capacidade de degradação de lignina e/ou celulose.
44
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.
Full textAbstract:
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".
45
Goulart, Cristiane Silveira. "Processo de incubação e características empreendedoras: a percepção de gestores de EBT’s graduadas." Universidade Federal de Santa Maria, 2017. http://repositorio.ufsm.br/handle/1/12499.
Full textAbstract:
The present work was carried out in the Santa Maria technological incubator (ITSM), in order to analyze how the incubation process contributes to the development of the entrepreneurial characteristics, in the perception of TBC managers graduated at ITSM. Thus, the data were collected through semi-structured interviews with nine managers of graduated companies, and the questions during the interview focused on their life history, professional trajectory and incubation process and through the application of the questionnaire developed by Mansfield et al. (1987), on entrepreneurial behavioral characteristics (CCE's), with the same interview respondents.The categories of analysis defined a priori were: Incubation process and Entrepreneurial behavioral characteristics. The categories of analysis defined not a priori, based on the interviewees' reports, were: Influence of family on professional choice and Need for management knowledge. The profile of the managers participating in the survey according to the measurement made from the application of the questionnaire indicates a satisfactory level of development of the CCE’s. Through the analysis of the data collected in the interviews and in the questionnaire, it was possible to evaluate that the objective of the study has been met, since according to the perception of TBC managers graduated at ITSM, the incubation process was decisive for their enterprises sustainability and, in addition, it provided the development of these individuals as entrepreneurs.O presente trabalho foi realizado na incubadora tecnológica de Santa Maria (ITSM), com o intuito de analisar como o processo de incubação contribui com o desenvolvimento das características empreendedoras, na percepção de gestores de EBT’s graduadas na ITSM. Assim sendo, os dados foram coletados através da realização de entrevistas semiestruturadas com nove gestores de empresas graduadas, sendo que os questionamentos abordados na entrevista tiveram foco na história de vida, trajetória profissional e processo de incubação e através da aplicação do questionário desenvolvido por Mansfield et al. (1987), sobre características comportamentais empreendedoras (CCE’s), com os mesmos respondentes das entrevistas. Para a análise dos dados, utilizou-se a técnica de análise de conteúdo das entrevistas, baseada em Bardin (2011), os questionários foram analisados qualitativamente devido ao baixo número de respondentes (nove). As categorias de análise definidas a priori foram: processo de incubação e características comportamentais empreendedoras. As categorias de análise definidas não a priori, com base nos relatos dos entrevistados, foram: influência da família na escolha profissional e necessidade de conhecimento em gestão. O perfil dos gestores participantes da pesquisa de acordo com a mensuração feita a partir da aplicação do questionário aponta um nível satisfatório de desenvolvimento das CCE’s. Através do cruzamento da análise dos dados coletados nas entrevistas e no questionário foi possível avaliar que o objetivo do estudo foi atendido, visto que, de acordo com a percepção dos gestores de EBT’s graduadas na ITSM, o processo de incubação foi decisivo para a sustentabilidade de seus empreendimentos, e, além disso, propiciou o desenvolvimento desses indivíduos como empreendedores.
46
Lindström, Håkan. "Analys och förslag till förbättringar med avseende på GUI och funktion ur ett användbarhetsperpektiv av programvaran Service Desk Manager." Thesis, Linköpings universitet, Institutionen för teknik och naturvetenskap, 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:liu:diva-78477.
Full textAbstract:
Företaget Kerfi AB i Norrköping är en leverantör av informationsteknik och har bland annat specialistkompetens inom service management. För detta använder de programvara från företaget CA technologies. CA Service Desk Manager är en så kallad IT Service Management applikation med processer för samordning och styrning av service management. Under inledande diskussioner kom det fram att även om programvaran har varit i bruk under flera år så finns det fortfarande problem med användargränssnittet. Uppgiften består i att analysera användargränssnittet ur ett användbarhetsperspektiv för att kunna ta fram förslag på olika lösningar till programvarans påpekade brister. För insamling av data användes en expertutvärdering vilket omfattade en heuristisk utvärdering och en consistency inspection. Dessa metoder kompletterades med intervjuer och enkäter för att få fram användarnas åsikter och synpunkter om programvaran. Examensarbetet har resulterat i en samling av förslag till sådant som kan förbättras för de delar av användargränssnittet där brister har upptäckts.
47
Vaněk, Michal. "Technická podpora managementu změn." Master's thesis, Vysoké učení technické v Brně. Fakulta informačních technologií, 2013. http://www.nusl.cz/ntk/nusl-236210.
Full textAbstract:
The project inspects and discusses improvements of the technical assistance of Change Management support within IT service provider. The primary objective of the procet is to analyse and implement a new software tool to display possible improvements. This project involves whole software development proces including requirements collection, systém analysis, design, implementation. In the first part, the IT service management, especially Change Management area and ITIL methodology is described. In the second part, the analysis of current state of the proces implementation and software tool is discussed and proposed opportunities for improvement. In the end, the results are summarized and possibilities of the future improvements are proposed.
48
Bergonzoni, Lisa. "Gestione di infrastrutture IT secondo lo standard ITIL: Case Study implementazione processo Transform." Master's thesis, Alma Mater Studiorum - Università di Bologna, 2019.
Find full textAbstract:
Il presente elaborato riguarda il case study di Azienda Ics per cui è stato necessario un processo di cambiamento organizzativo al fine di introdurre un sistema strutturato di gestione dei Servizi IT. Come standard per la gestione dei Servizi IT, ovvero come standard di IT Service Management, è stato utilizzato l'Information Technology Infrastructure Library. Questo è un insieme di best practice che offre un approccio sistematico all'erogazione dei Servizi IT. Si è studiato come implementare questo cambiamento a livello di Organizzazione, Processi, Strumenti e Cultura. E' stato poi effettuato un focus sull'implementazione di alcuni processi primari (per importanza strategica rispetto l'organizzazione), denominati processi di Transform. Si sono analizzati i ruoli, le responsabilità, i workflow e i deliverable necessari al processo. In conclusione, si è evidenziato come, per effettuare un cambiamento efficace, oltre che strutturare l'infrastruttura informatica di un'organizzazione, sia necessario definire i processi e l'organigramma e sviluppare una cultura del cambiamento.
49
Gratias, Melissa B. "Gender and Ethnicity-Based Differential Item Functioning on the Myers-Briggs Type Indicator." Thesis, Virginia Tech, 1997. http://hdl.handle.net/10919/30362.
Full textAbstract:
Item Response Theory (IRT) methodologies were employed in order to examine the Myers-Briggs Type Indicator (MBTI) for differential item functioning (DIF) on the basis of crossed gender and ethnicity variables. White males were the reference group, and the focal groups were: black females, black males, and white females. The MBTI was predicted to show DIF in all comparisons. In particular, DIF on the Thinking-Feeling scale was hypothesized especially in the comparisons between white males and black females and between white males and white females. A sample of 10,775 managers who took the MBTI at assessment centers provided the data for the present experiment. The Mantel-Haenszel procedure and an IRT-based area technique were the methods of DIF-detection.
Results showed several biased items on all scales for all comparisons. Ethnicitybased bias was seen in the white male vs. black female and white male vs. black male comparisons. Gender-based bias was seen particularly in the white male vs. white female comparisons. Consequently, the Thinking-Feeling showed the least DIF of all scales across comparisons, and only one of the items differentially scored by gender was found to be biased. Findings indicate that the gender-based differential scoring system is not defensible in managerial samples, and there is a need for further research into the study of differential item functioning with regards to ethnicity.Master of Science
50
Courville, Troy Gerard. "An empirical comparison of item response theory and classical test theory item/person statistics." Diss., Texas A&M University, 2004. http://hdl.handle.net/1969.1/1064.
Full textAbstract:
In the theory of measurement, there are two competing measurement frameworks, classical test theory and item response theory. The present study empirically examined, using large scale norm-referenced data, how the item and person statistics behaved under the two competing measurement frameworks. The study focused on two central themes: (1) How comparable are the item and person statistics derived from the item response and classical test framework? (2) How invariant are the item statistics from each measurement framework across examinee samples? The findings indicate that, in a variety of conditions, the two measurement frameworks produce similar item and person statistics. Furthermore, although proponents of item response theory have centered their arguments for its use on the property of invariance, classical test theory statistics, for this sample, are just as invariant.