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.

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.

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.

This thesis deals with metrics of IT management. The main goal of the thesis is to design a web application for assessing the quality of IT service management. The resulting application will determine the aforementioned quality based on the specified criteria and values. In the first part of the thesis, there are elaborated current methodologies, which are focused on quality assessment of IT administration and management. These methodologies also include metrics to assess this quality. In the third chapter, the quality assessment process is processed using the IT Quality Index. The fourth and fifth chapter describes the design and implementation of the web application itself. Validation of application results is processed in the fifth chapter. The created application is deployed on the server and used to assess IT quality. In the last chapter of this work is described practical use of work results and possible extensions of the web application.

企業應隨著資訊科技進步，必須跟上資訊科技改變服務策略的趨勢，更要知道如何善用資訊科技，成為自身的優勢，才能在一波波新的科技浪潮中免於被吞噬的命運。 本研究對於資訊治理相關ITIL與ISO/IEC 20000進行相關文獻的探討蒐集，歸納過去研究的重點，並對於ISO於2011年發行新版ISO/IEC 20000:2011驗證，企業或組織面臨版本轉換的考驗做一探討，整理企業應透過哪些步驟修改才能夠符合改版後的ISO/IEC 20000:2011。 研究透過相關文獻與統計資料了解目前ITIL與ISO/IEC 20000的現況與台灣企業目前通過驗證的狀況，對於其版本差異進行分析研究，提出企業轉版規劃建議，並以實際個案公司(證券業)為例，對於如何調整規劃以轉換至2011版本提供一個具體可行方案。 企業從ISO/IEC 20000:2005轉換到ISO/IEC 20000:2011，因為已有舊版導入經驗，所以取得新版驗證不算困難，但是取得ISO/IEC 20000:2011驗證的組織，並非一定能讓資訊服務與業務策略緊密結合，因為ISO/IEC 20000:2011新版條文，對於服務策略部分，並沒有ITIL V3的策略發想、服務組合管理及需求管理等服務策略管理流程要求。 通過 ISO/IEC 20000:2011，必須先建立ITIL V3與ISO/IEC 20000:2011對應的管理流程，再以ISO/IEC 20000:2011為檢核方式作為組織提供資訊服務的能力與效度之驗證，最後參考ITIL V3新增的管理流程及資訊功能，補強ISO/IEC:20000:2011不足之處，才能夠由業務策略出發結合服務流程運用資訊科技提昇組織整體對外競爭力。 由於資訊科技日新月異，建議已經通過ISO/IEC 20000:2011的組織，應隨時關注ITIL版本更新，參考新增的部分強化管理流程，以彌補資訊科技演進快速，管理跟不上腳步的困境；企業不應只以取得 ISO/IEC 20000:2011驗證自滿，對於新資訊科技改變服務流程也應建立管理評估標準，以PDCA的方法論持續改善，達到真正資訊治理的目標。 / It is necessary for corporations to follow the progress of information technology, to catch up with the changing trends service strategies, and to transform the information technology to become their advantages so that they will be saved from the fate of being devoured by the continuous new waves of technology. This research includes providing literature review with respect to information governance targeting on Information Technology Infrastructure Library (ITIL) and ISO/IEC 20000, summarizing previous research works, studying the challenges that the corporations or organizations facing when moving to the new edition of ISO/IEC 20000:2011, and analyzing the steps that the corporations should take in order to be certified under the new edition. This research surveys the current conditions of the certified companies in Taiwan under ITIL and ISO/IEC 20000 based on related literatures and statistical data. The research further analyzes the differences between editions and proposes a moving plan to the new edition. The moving plan is illustrated in a case study in securities industry with a tangible and executable solution of adjustment planning. It is not difficult for corporations to move from ISO/IEC 20000:2005 to ISO/IEC 20000:2011 because of the experiences of introducing prior edition into the organizations. However, for organizations that pass the certification of ISO/IEC 20000:2011, it is not always the case to integrate information services and business model tightly. The problem occurs because there are no specific requirements documented in the new edition regarding service strategy management processes such as strategy generation, service portfolio management, and demand management specified in ITIL V3. In order to be certified by ISO/IEC 20000:2011, the corporations first have to establish corresponding management processes between ITIL V3 and ISO/IEC 20000:2011. Secondly, the corporations have to verify the capability and effectiveness of providing information services within the organizations by using the ISO/IEC 20000:2011 as an auditing tool. Lastly, the corporations have to reinforce the missing part of the ISO/IEC 20000:2011 by considering the newly added management process and information functions in ITIL V3 and integrate service process from business model. Thus can promote competitive strength across the organizations This research suggests that in order to catch up the fast pace of the technology evolution and to manage the situation of falling behind, the certified organizations should pay attention to the updates of ITIL, and consider the new additions to strengthen management processes. The corporations should not be only satisfied on passing the certification of ISO/IEC 20000:2011 but also to establish management evaluation standards for the changing service processes caused by new information technology. The corporations also should keep improving according to the PDCA methodology in order to reach the goal of real IT governance.

國內的公司面對激烈的全球化競爭，需積極提升競爭力、創造競爭優勢，IT除是公司營運中不可或缺的一部份，亦是組織提升競爭力的利器之一，然而在有限的時間與成本下，如何連結IT與企業目標，有效率的管理IT資源以提供服務給其他部門，進而凸顯出IT對組織的價值，一直是公司亟欲解決的問題，因此紛紛興起對於導入IT服務管理的想法，藉由實作ITIL後可以解決棘手的問題，但是公司在導入ITIL前並未評估公司組織目前的IT現況，瞭解其對於ITIL的準備程度，就決定要導入ITIL，其在導入的過程中可能會遇到很多困難，因而使得導入ITIL後的效益就不容易被呈現出來。 本研究以驗證組織是否符合IT服務管理要求的國際標準ISO 20000之規範內容為基礎，發展出公司導入IT服務管理前之準備度量表，評估公司對導入IT服務管理前之準備度。藉由準備度量表的評估結果瞭解公司目前IT的現況，以增進公司掌握是否申請驗證ISO 20000之決策資訊，並可藉由評估結果瞭解公司內IT、制度與流程的改善項目。 透過本研究所發展的評估量表及評估結果，與其他發展較早、企業較為熟悉的評鑑標準，如CMMI、企業電子化評量及國家品質獎等之評鑑內容進行對應與比較，讓企業瞭解ISO 20000規範內容與國家品質獎、CMMI、企業電子化評量等評鑑內容上的異同，進一步使公司瞭解其對IT服務管理之準備度。 本研究建議公司組織要導入IT服務管理前，首要評估本身的準備度，以瞭解其對於ISO 20000之符合程度，透過現況之評估、分析未來公司組織在導入IT服務管理過程中應改善的方向，以期建立起完整的IT服務管理體系，並透過PDCA管理循環的概念，讓企業IT服務品質可以持續循環改進，提升IT服務管理之層次，避免因為盲目的追隨潮流而導入ITIL，導致無法看到導入ITIL後的成效。 / Taiwan’s companies are facing fierce global competition. They must enhance competitiveness actively and create competitive advantage. “IT” is not only an integral part of companies’ operation, but can enhance the competitiveness of the organization. However in the limited time and costs, how to align IT and business objectives is a critical question. Due to this situation, therefore, these companies raise the idea of implementing IT service management. By implementing ITIL, they hope it could solve IT problems and IT department can manage IT resource efficiently to deliver IT service to other departments. Furthermore, they can prove their value to the whole organization. But before implementing ITIL, many companies haven’t assessed their own IT status and figured out their readiness of ITIL. If so, during implementing ITIL they would face many obstacles, and would finally not show the benefit of implementing ITIL. Based on the global IT service management standard “ISO 20000”, this research develops a readiness scale that could measure companies’ readiness of implementing IT service management. According to the readiness scale and its result, companies could know their IT status well and acquire the decision information that how to implement ITIL and apply for ISO 20000 certification or not. The study also compared the readiness scale and its result with other noted standards like CMMI, e-Business Assessment Scheme for Enterprise (e-BASE) and National Quality Award. Accordingly, companies could understand the similarities and dissimilarities between ISO 20000 and above famed standards. So that they could understand their IT service management readiness further. Finally the study recommended that before these companies implement IT service management, the first thing they should do is to assess their own readiness. By assessing and analyzing the IT status, so that they could know the compliance of ISO 20000, and find out their own improved direction of implementing IT service management. Companies should establish the whole IT service management system and the PDCA Management Cycle hence the quality of IT service could be improved continually.

Submitted by SANTIAGO JOSE FRANCO LOPES null (slopes.warop@gmail.com) on 2016-03-30T23:26:56Z No. of bitstreams: 1 Dissertação-Biblioteca.pdf: 4231455 bytes, checksum: 7880a540d5009ef6123160849ac486ed (MD5) / Approved for entry into archive by Ana Paula Grisoto (grisotoana@reitoria.unesp.br) on 2016-04-01T13:02:42Z (GMT) No. of bitstreams: 1 lopes_sjf_me_guara.pdf: 4231455 bytes, checksum: 7880a540d5009ef6123160849ac486ed (MD5) / Made available in DSpace on 2016-04-01T13:02:42Z (GMT). No. of bitstreams: 1 lopes_sjf_me_guara.pdf: 4231455 bytes, checksum: 7880a540d5009ef6123160849ac486ed (MD5) Previous issue date: 2016-03-21 / Esta pesquisa aborda os aspectos relacionados à implantação da gestão de serviços de Tecnologia da Informação (TI) em Instituição de Ensino Superior. O método de pesquisa é pesquisa-ação, e como embasamento teórico utiliza as melhores práticas da ITIL e da ABNT ISO 20000 para monitorar os incidentes, serviços e qualidade dos serviços de TI. O projeto de implementação é baseado em soluções abertas e livres devido às liberdades por elas garantidas: usar, estudar, distribuir, melhorar e adaptar para suas necessidades. Aspectos de gestão como mapeamento, monitoramento dos ativos, seus incidentes e as solicitações de serviços são fundamentais para garantir a disponibilidade dos serviços e assim agregar o valor real de TI na organização. O departamento de TI por meio desse projeto pode avaliar sua demanda, prever demandas futuras e promover ações de melhorias para atingir a satisfação dos seus clientes. Os processos e as ferramentas permitem mensurar os tempos, os tipos solicitações e a ainda avalia a satisfação pontualmente. O estudo ainda apresenta uma pesquisa de satisfação com os professores do EAD e como a equipe do TI avaliando o processo de implementação. O estudo confirma que é possível obter melhoria da qualidade dos serviços, por meio de processos e ferramentas. / This research will present the aspects related to the implementation of the Service Management in Information Technology in an institution of higher education. The method is action research, and how theoretical foundation uses the best practices of ITIL and ISO 20000 to monitor incidents, services and quality of IT services. The implementation project is based on open and free solutions because of the freedoms guaranteed by them: to use, study, distribute, improve and adapt to your needs. Management aspects as mapping, monitoring of assets, its incidents and service requests are key to ensuring the availability of services and thus add real value of IT in the organization. The IT department through this project can evaluate your demand, predict future demand and promote improvement actions to achieve customer satisfaction. The processes and tools enable measurement times, kind of requests and assesses satisfaction on time. The study also presents a satisfaction survey with ODL teachers and how the IT team evaluating the implementation process. The study confirms that it is possible to improve the quality of services through processes and tools.

Submitted by Haroudo Xavier Filho (haroudo.xavierfo@ufpe.br) on 2016-03-11T16:15:42Z No. of bitstreams: 2 license_rdf: 1232 bytes, checksum: 66e71c371cc565284e70f40736c94386 (MD5) DissertacaoBiblioteca.pdf: 3260429 bytes, checksum: c2a8b441a348f650e6ba01cfc733c5c9 (MD5) / Made available in DSpace on 2016-03-11T16:15:42Z (GMT). No. of bitstreams: 2 license_rdf: 1232 bytes, checksum: 66e71c371cc565284e70f40736c94386 (MD5) DissertacaoBiblioteca.pdf: 3260429 bytes, checksum: c2a8b441a348f650e6ba01cfc733c5c9 (MD5) Previous issue date: 2015-08-06 / Governança de TIC no setor público é uma estrutura de iniciativas e processos que visa gerir o controle de toda instituição, com o objetivo de agregar valor ao negócio, equilibrando os riscos e o retorno dos investimentos em TIC. Mas é perceptível que essa adoção ainda é um desafio em Instituições Federais de Ensino, de acordo com os órgãos de controle externo da Administração Pública Federal. Para que se consiga atingir o mínimo de exigência de Governança de TIC, é importante o desenvolvimento de mecanismos que auxiliem sua implantação. O objetivo desta dissertação é desenvolver uma proposta de implantação de Governança de TIC alinhada aos mecanismos que impulsionam a Governança Pública, e que visa impulsionar e facilitar as instituições no amadurecimento de ideias, e na execução de ações para o alcance de um nível mais elevado de maturidade em TIC. Serão considerados, neste contexto, os aspectos que envolvem o setor público, abordando práticas, técnicas e modelos de referência, direcionando a instituição desde a implantação da governança corporativa até a gestão dos serviços, conseguindo assim com a sua realização, obter resultados satisfatórios em um curto ou médio prazo. / ICT governance in the public sector is a framework of initiatives and processes aimed at managing the control of every institution with the goal of delivering business value, through balancing the risk and return on investment in ICT. However, according to external control agencies of the Federal Public Administration, the adoption of ICT governance is still a challenge in Teaching Federal Institutions. In order to achieve the minimum requirement for ICT Governance it is important to develop mechanisms to support its implementation. The objective this master thesis is creation of a proposal for deployment of ICT governance aligned the mechanisms that driving and assist the institutions in the process of maturing ideas, and making easier the execution of actions to achieve a higher level of maturity in ICT governance. Will be considered in the context, the aspects that involving the Public Sector, addressing pratices, technics and reference models, should be directed from the implementation of corporate governance to management of services, thereby achieving satisfactory results in a short to medium term.

The goal of this diploma thesis is to create a methodology for rapid assessment of Service Desk function. The thesis comprises three logical units. The introductory part describes a theoretical framework of methodologies used for general functions of IT services. As a part of this section, the case study of delivery of IT services in company Pražská energetika a.s. follows. In the second part, the diploma thesis describes a methodology based on introductory analysis for evaluation of Service Desk in certain aspects of its operation including related issues of lifecycle of providing IT services. The final part of the thesis provides a case study which is based on application of the proposed methodology on several selected companies.

The aim of this thesis is to define the audit issues regarding IS/ICT sector, creating a summary of standards, frameworks and best practices in IS/ICT - usable for IS auditing and mutual mapping of selected standards to the chosen reference framwork of ICT and following related goal is to make a procedure for the mapping of IT processes on standards in the field of IS/ICT. The aim of this thesis is description and mapping of the most important methodologies, standards and best practices related to the management and audit of IS/ICT and following related goal is building a procedure that allows the company to assess readiness for the certification of any of the selected standards, implement an alternative methodology for IT management or audit IS/ICT. First, the notion of audit is defined and discussed, followed by the discussion of the issue of IT audit, together with the financial audit. This is followed by a description of the different methodologies and approaches, which I used in my work. The chapter continues the description of methodology section that describes the mapping results. The actual mapping is in a separate Excel file and is part of this thesis. In the next chapter there is a procedure for mapping of business processes to different methodologies and standards used for management and audit of IS / ICT, which was created by myself.