The purpose of this thesis is to examine the impact of best practices framework like In- formation Technology Infrastructure Library (ITIL) on IT outsourcing implementation. This thesis will examine the research question: “What are ITIL’s effects on IT Outsourcing implementation?” The goal is to find out whether ITIL is applicable in IT outsourcing project, and if it has a positive or negative impact on it. The study of the impact of ITIL in IT outsourcing pro- jects, will start by giving the reader an overview about ITIL and IT outsourcing critical suc- cess factors. This thesis is conducted through a cross-sectional study, and information has been obtained through secondary literature. The authors have also conducted a series of in- terviews with IT practitioners and an IT expert. The interviews has been done in a semi- structured way. The outcome of this research show that ITIL definitely can have a positive impact on IT outsourcing implementation. A positive effect that has been discovered from this research is that ITIL improved the communication between service providers and customers. These studies also shows that ITIL can serve as a growth enabler by giving structure to compa- nies work activities. On the other hand, organizations should consider ITIL more as guide- lines than a framework. This research also discovered that using ITIL frameworks can make work procedures more complex and time demanding, and due to this, small- to me- dium-sized companies could face more struggle in the implementation phase of ITIL.

Att hantera förändringar av mjukvara via pappersdokument är långt ifrån effektivt. CMDB, Configuration Management Database, är ett mindre känt verktyg som på ett mycket enkelt sätt kan hantera hela företagets IT-miljö. Trots att det anses fördelaktigt enligt referenslitteraturen är det väldigt få företag som väljer att införa det. Syftet med studien är att studera vilka effekter som uppstår hos en driftavdelning efter införande av en CMDB. Studien är en fallstudie. För att få med ett så brett perspektiv som möjligt påbörjades studien innan det fanns en CMDB på fallföretaget, för att sedan fortsätta med införande och driftsättning av CMDB och till sist utvärderingen av effekter efter driftsättning. Studien är en kvalitativ undersökning som med hjälp av enkäter som främsta datainsamlingsmetod utrett vilka effekter som drifttekniker noterar efter införandet. Studien har kommit fram till att förutsättningarna för införandet var tillräckliga. Införandet enligt rekommendationer i ITIL, Information Technology Infrastructure Library, var enkelt att genomföra och resultatet blev positivt. Det senare visar sig genom följande effekter som belagts 1-3 månader efter driftsättningen att alla respondenter märkt av effekterna kostnadskontroll, informationskällor, spårbarhet, komponentbaserat arbetssätt, riskbedömning och arbetsprocesser. Respondenterna fick inte alla sina förväntningar uppfyllda, men däremot underlättade CMDB hanteringen av incidents, changes och problems.

The purpose of the thesis is to conduct a case study for investigating change and release management at Catella Bank, within the context of IT Service Management (ITSM), by measuring and to provide suggestions for improvements. Incident and operations management is included to enhance the understanding of the historical performance at Catella. The case study is set out to answer the following research questions: 1. “How does a transition in change management structure impact the performance of successfully delivering both changes and releases of IT services at a financial institution?” 2. “What are the causes of delays in the delivering changes and releases?” 3. “How does stakeholder involvement alter the performance of implementing a successful change and release?” 4. “How do Information Technology, and the corresponding departments manage and control necessary changes and releases of software at present?” Research methodology utilized in the thesis includes both qualitative and quantitative research, including interviews, participation in meetings and empirical investigation of internal material at Catella. The result from the research has provided a significant collection of issues, as well as suggested solutions for Catella to take to improve organizational maturity in enhancing the capabilities in performing work related to the four managerial disciplines within ITSM. The research culminated in the creation of the CHARM (CHange And Release Management) model, which consists of integrating change and release management into project management, split between three different components for the three organizational levels. The author has created the following components: Strategy matrix, a governance model, and a process model.

The concept of business continuity management has gained wide acceptance in recent years. Recent natural disasters such as the 2004 tsunami and terrorist activities such as the 911 World Trade Centre bombing, has emphasised the importance of business continuity management. Many of these events had catastrophic consequences, which left most executives faced with the challenge of improving the continuity of their organisation. Not to long ago, these executives were also faced with the challenge of managing their IT investments in such a way that it is aligned with the strategic goals of the organisation. An initiative referred to as IT governance was developed and IT governance frameworks instantly assisted executives to obtain direct business value from IT investments. The problem statement addressed in this research is the lack of a generally accepted business continuity management framework. This research aims to leverage of the success of IT governance in an attempt to establish the beginnings of a framework for business continuity management. In addition, the research also illustrates a paradigm shift where the enterprise continuity of a typical organisation has evolved from disaster recovery to business continuity management. The research approach executed is based on the interpretivism paradigm and is used to interpret the results of the research methodology and research method. The research methodology consists of a literature survey and empirical study whereas a content analysis is used as the research method. / Dissertation (M.Com (Informatics))--University of Pretoria, 2007. / Informatics / unrestricted

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.

This diploma thesis is focused on incident and problem management on computer network at University of Economics, Prague. Its goal is to study available models used in network management, analyze current status of network management support tools used at University of Economics and design and implement an application for effective diagnosis of network incidents based on this analysis. Information about network management models will be acquired from available sources -- primarily ITIL v3 and also online information published on the Web. The final part of this thesis is a fully functional web-based application which will be used by helpdesk operators to support them in finding event information in historical log files. This application will then be deployed on servers in University of Economics, Prague.

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

The thesis is divided into three parts. In the first part we describe the theoretical basis for what we explain and analyze in practice in other parts of this thesis. In this section, we can find all stages of the service life cycle according to ITIL methodology (IT Infrastructure Library), which serves to all organizations involved in managing IT services. We focus mainly on the current version of ITIL V3, which is grouped in five books and gradually through the entire service life cycle. Whereas it is not used only one standard in practice, there are also described other methodologies which are often used. In the second part there is shown the practice of service delivery in IT area for company Pražská energetika a.s. There are mapped individual processes, roles and functions of one of the stages -- Service Operations. The primary goal of this section is a detailed description of the Service Desk function, where we compare theory with practice. In the last, third part we analyze obtained data, for the purpose to evaluate function of Service Desk. One of the objective of this analysis is a data prediction, which we will achieve by using time series. The results of this analysis will be provided to the company management.

This paper examines the process of Operations Acceptance Management, whose main task is to control Operations Acceptance Tests (OAT). In the first part the author focuses on the theoretical ground for the problem in the context of ITSM best practices framework ITIL. Benefits, process pitfalls and possibilities for automation are discussed in this part. The second part contains a case study of DHL IT Services (Prague), where a solution optimizing the overall workflow was implemented using simple web applications. The author of this paper was personally involved in the described project.

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