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.

The final thesis focuses on the issue of measuring efficiency in the delivery of information and communication services in one of the multinational banking institutions operating within Czech market, particularly in the context of its information technology department. Measuring of the effectiveness is demonstrated on built Business Intelligence (BI) solution. The main goal of this work is therefore the development and implementation of BI solution that provides automated reporting to measure the effectiveness of mentioned department. The thesis is divided into two parts -- theoretical and practical. Theoretical part focuses on BI basics, efficiency measurement models, ITIL and issue of SLA. In the practical part there is development of BI solution described with the entire application life cycle demonstration. Benefit of the final thesis is mainly in the deployment of BI product in real company. For of a wider audience is the key benefit contained especially in the theoretical part where the basic information of BI and performance measurement possibilities can be found.

<p>The purpose of this thesis is to reveal how Information Technology  Infrastructure Library (ITIL) should be implemented in an organization in  an efficient and effective way to achieve the goal of reducing wastage, cutting costs and increasing customers’ satisfaction. There are many books dealing with the ITIL. But these publications do not prescribe how to adopt, adapt or implement the guidelines as part of a service management strategy; it would seem useful to explore implementation strategies which are employed by organizations when they are using ITIL “best practices”.</p><p>This paper seeks to take a study of “How to implement ITIL successfully in organizations”, which could be subdivided into questions of “What steps are necessary to implement ITIL” and “what factors are critical within implementation process”. Although previous researches have made some recommendations generally, this paper investigates the question on that base through comparing consultants’, organizations’ opinion and previous researches.</p><p>This study begins with an overview of ITSM, ITIL, and critical success factors and steps of ITIL implementation. Information about the critical success factors and steps of ITIL implementation were acquired through interviews, emails and questionnaires from responsible staff in some major representative consultancy and organizations.</p><p>The outcomes of our research are fourteen significant steps to implement ITIL and some success factors during implementation, which are vital to have a prosperous ITIL implementation. This research makes a guideline for organizations to understand and carry out the ITIL implementation efficiently.</p>

The purpose of this thesis is to reveal how Information Technology  Infrastructure Library (ITIL) should be implemented in an organization in  an efficient and effective way to achieve the goal of reducing wastage, cutting costs and increasing customers’ satisfaction. There are many books dealing with the ITIL. But these publications do not prescribe how to adopt, adapt or implement the guidelines as part of a service management strategy; it would seem useful to explore implementation strategies which are employed by organizations when they are using ITIL “best practices”. This paper seeks to take a study of “How to implement ITIL successfully in organizations”, which could be subdivided into questions of “What steps are necessary to implement ITIL” and “what factors are critical within implementation process”. Although previous researches have made some recommendations generally, this paper investigates the question on that base through comparing consultants’, organizations’ opinion and previous researches. This study begins with an overview of ITSM, ITIL, and critical success factors and steps of ITIL implementation. Information about the critical success factors and steps of ITIL implementation were acquired through interviews, emails and questionnaires from responsible staff in some major representative consultancy and organizations. The outcomes of our research are fourteen significant steps to implement ITIL and some success factors during implementation, which are vital to have a prosperous ITIL implementation. This research makes a guideline for organizations to understand and carry out the ITIL implementation efficiently.