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

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 is engaged in Information Systems quality, because the accent on quality is present trend. In this thesis is defined the term of "Quality of Information System" and the most important standards are described. Further the ways of quality assessment -- certification and audit are put near. The procedure of the quality audit is proposed. Also this thesis containes patterns of the checklists for the quality audit

IT security management is one of the essential processes in the company. This thesis deals with aspects of managing the IT security by the methodology of ITIL and COBIT. First part is focused on covering the IT security, defining the terms and concept necessary for indicating the impact of the IT security breach, the common threads which the company needs to resist and stance of methodology ITIL, COBIT and ISO/IEC 27002:2005 for managing the IT security and its specifics. In the following chapter there is a sentencious look at the structure of methodology of COBIT and more detailed depiction of COBIT Security Baseline document. The next chapter defines the methodology of ITIL, briefly compares the ITIL v2 and ITIL v3 versions, and what is more, comes up with structured view into the document of Security management which details the concept of IT security management within the company by the ITIL standards. The main thesis objective located in the last chapter is to compare the main features of both methodologies, the range of their aplicability within the company, and which is the most important, comparing them in the field of managing the IT security.

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.

Diploma thesis provides an overview of IT project management and its methodologies. It follows the goal of exploring the most widely used approaches. Special attention is devoted to recognize the position of IT project management between general management and technical computer perspectives. Chosen methods will be compared to identify common elements and differences.

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

The aim of this thesis is to evaluate the support of processes as described in ITIL v. 3 for managing IT infrastructure in Microsoft's product. The focus is taken on Microsoft System Center Essentials as a solution for monitoring and managing IT infrastructure in mid size businesses. First part of this thesis describes processes which support management of the IT infrastructure and which will be assessed with System Center Essentials. Description of the processes comes from the original ITIL publications in their latest version. The second part describes portfolio of the Microsoft products that are focused on the management of IT infrastructure. Followed by a detailed description of System Center Essentials based on the own evaluation of the application. The final part compares the support of the ITIL processes by System Center Essentials. If there is no support by System Center Essentials, solutions by customizing the application is considered or a support by another product from the System Center family.

Master thesis deals with implementation of helpdesk solution provided by Kayako Fusion in medium-sized IT outsourcing company. The first part focus on analysis of existing application in technical department, together with an analysis of management and customers functional requirements. Subsequently, the helpdesk system is designed to fulfill the objectives of analysis. In the last part of the thesis you will find detailed description of procedure for implementation and customization of mentioned helpdesk application. The proposed solution is based partly on provision of IT services (ITIL), especially the area of Incident and Problem management. In conclusion you will find the statement indicating if the implementation of Kayako Fusion fulfilled the expectations of management, meet predetermined requirements and become suitable tool to support and carry out daily business processes.