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Audit IS - teorie a praxe / IS Audit - Theory and PracticeFišera, Martin January 2013 (has links)
The thesis covers the issue of IS audit in all its breadth. On the basis that this is a very complex area, it was necessary to divide the work into several logical and subsequent chapters. Quality and audit are the key words for this job. Therefore is them given the whole first chapter that chronologically describes the evolution of these concepts. Interpretation of quality is widely described since the Greece and Rome ancient, through Total Quality Management approach to the current understanding of the normative frameworks issued by ISO. There is the term audit continuously followed in the chapter of the concept of quality, whose development is also described in detail in chronological order starting from the reading public accounts to the current form of IS audit. Especially, we focus on development of the definition of audit and the relationship between the financial audits and IS. The second - last - part of the chapter is devoted to a detailed description of the reasons for the application of IS audit in practice. Because of the large specifications of the IS audit is this characteristic position in practice given the second chapter. This chapter contains not only description of the characteristics but also a brief outline of the issue of outsourcing and CloudComputing in relation to the audit of IS. The third chapter is devoted to a normative base of IS audit. Due to a large number of normative frameworks there are analysed only selected representatives in the chapter. These include the ISO / IEC 20000, COBIT, ITIL and others. They are thoroughly described, evaluated and compared to other possibly relevant for the definition of relations and benefit evaluation. The last chapter deals with design process of IS audit at a conceptual level. The aim is to freely continue on the normative base discussed in the previous chapter and a simple, versatile, easily applicable and adaptable IS audit process regarding defined limits.
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Analýza a návrh optimalizace reportů měřících úroveň dodávání IT služeb v DHL IT Services / Analysis and optimization of service delivery reports at DHL IT ServicesKryštovský, Ladislav January 2012 (has links)
The aim of this thesis is focused on service delivery reports at DHL IT Services, primarilly analyzing the current status of available service delivery reports, then designing a new optimized solution, and is presented in both a theoretical and practical sense. Theoretical sections consists of three topics related to report design. Topic one describes managing reports (creation, distribution, change requests, etc.), topic two focuses on identifying service delivery areas within the ITIL framework, by explaining which metrics should be used to measure service delivery. Topic free is devoted to best-practices of visual presentation. Practical sections describe the current solution for measuring service delivery within DHL IT Services, and is analyzed in all three of the above mentioned topics. A streamlined solution design is presented based on personal findings in analysis and information gathered. The main benefits of this thesis is twofold: An analysis of the current solution, and designing a proposed solution for use within the compnay. Benefits for a wider audience, relating to key aspects of service delivery report creation, is found within the teoretical sections of this thesis.
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Bezpečnost podnikové informatiky v souvislosti s ITIL / Information Security in the context of ITILKorous, Petr January 2011 (has links)
The diploma thesis discusses information security management in the context of ITIL framework. In the introductory part is explained the concept of information security, its importance and main goals. In subsequent chapters, the work aims to explore methodologies, frameworks and standards related to information security and internal control. Selected frameworks and models and described and compared with each other based on different criteria. The comparison is also one of the benefits of the work because similar topics which compare different models of internal control and information security are quite rare in the literature. The practical part of the thesis forms new methodology on basis of researched models and standards, including ISO 27000, ITIL and COBIT. This methodology provides a relatively simple way to evaluate the level of information security in an organization. It uses process capability model which is applied on selected company. Another benefit of the thesis is the developed methodology and its demonstration on a selected company.
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Řízení podnikové informatiky v podmínkách činnosti sportovního svazu / Management of business informatics in particular sport unionJirovský, Jan January 2010 (has links)
This thesis deals with the area of management of business informatics at the Floorball Union. It is a very specific type of organization with a mixed organization structure and decision-making processes divided between elected bodies and the employee structure of the organiza-tion, where the area of business informatics is, due to the mission and goals of the organiza-tion, rather at the periphery of the interest of the management of this sports association. It is so despite the fact that the floorball union has developed and runs its own information system FIS. Based on the knowledge and experience acquired in the theoretical part, the thesis aims at assessing the current model of management of business informatics, defining its biggest shortcomings and proposing adjustments to this model. Within the assessment of the management model, the thesis further evaluates the benefits of the implementation of the infor-mation system FIS, with the aim of evidencing the rightness of the decision to develop and implement the system, both from the point of view of non-financial benefits, as well as financial impacts and possibilities of further development and growth of the organization. The theoretical part of the thesis contains a description of the structure, goals and mission of the sports association, and attention is then devoted to the selected models, frameworks and approaches to management of business informatics and measuring its benefits. The practical part is devoted to an analysis of the current state of management of business informatics, and it includes a description of all its resources and relations, as well as a definition of its biggest shortcomings. Based on the findings, I have proposed a centralization of the management model including proposals of specific measures that will eliminate the discovered shortcom-ings to maximum extent. Compared to standards, the model of management of business in-formatics has been in some areas adjusted according to the needs, requirements and characteristics of the organization for which it is being designed. Another significant part of the practical part of the thesis contains evidence regarding the benefits of the implementation of the information system FIS. It is this part in particular, along with the creation of a new model of company information system management for the Czech Floorball Union, that I consider the most significant contribution of my diploma thesis.
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Posouzení objednávkového systému firmy a návrh změn / Evaluation of the ticketing tool and enhancement proposalsZechmeisterová, Olga January 2020 (has links)
Aim of this thesis is to evaluate a current state of the company ticketing tool. The evaluation is going to be performed using analytical methods. Enhancement proposals for process tuning and an effectivity increase of operational IT teams are going to be elaborated based on results of analyses in relation to the strategical company targets and ITIL best practices.
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Implementación del marco de trabajo ITIL para apoyar la gestión de los servicios del Centro de Sistemas de Información en la Gerencia Regional de SaludDelgado Chávarri, Anthony Hans January 2015 (has links)
Este trabajo analiza la situación actual y presenta una propuesta para mejorar el servicio de atención al cliente por medio de las TI del área del Centro de Sistemas de Información de la Gerencia Regional de Salud Lambayeque. Busca también lograr una alineación del área con la estrategia de la compañía y las necesidades de la misma y así convertirse en un aliado estratégico. Con la implementación de la metodología ITIL aplicada a los procesos de TI podremos mejorar la utilización de recursos, ser más competitivo, reducir tareas repetitivas, eliminar tareas redundantes, mejorar plazos de entrega y tiempo en el desarrollo de un proyecto, mejorar la disponibilidad, confianza y seguridad de los servicios de TI de misión crítica, proporcionar servicios que se adecuen a las necesidades del negocio, del cliente y del usuario, en particular sobre la gestión del mantenimiento preventivo y correctivo, a la vez que genera satisfacción en los trabajadores por el servicio brindado; ya que todo esto repercute en la imagen del personal de TI así como en la continuidad del negocio. Para la obtención de dicha información se utilizó las técnicas de recolección de datos tales como encuestas y fichas de observación, logrando determinar las deficiencias en los servicios que se brindaban; en base a este análisis se propusieron posibles soluciones para contrarrestar los problemas encontrados. Los resultados obtenidos determinan de forma real, que al incorporar herramientas basadas en ITIL, se tuvo una gestión del mantenimiento preventivo y correctivo de las TI donde se mejoró en un 65% los tiempos de solución de los problemas de TI, teniendo ahora una duración promedio de quince minutos, lo cual conllevo que el 100% de los servicios de TI fueran atendidos satisfactoriamente con un nivel de servicio estipulado, esto permitió disminuir el índice de llamadas por problemas con los equipos y a su vez incrementar a un 65% la satisfacción del cliente, que para este caso está representado por el trabajador de las diferentes áreas de la Gerencia Regional de Salud. Con la implementación de la presente propuesta se velera por el cumplimiento de la totalidad de los pedidos de servicios de TI así como también asegurar la satisfacción del trabajador y los encargados de TI, mejorando así el clima laboral y el cumplimiento de los objetivos de la GERESA. La correcta implementación del marco de trabajo ITIL proporcionará los procedimientos adecuados para el mejor desenvolvimiento de los trabajadores y de los responsables a cargo.
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Gestión de incidencias aplicando ITIL v3 en una empresa de telecomunicacionesCondori Fernandez, Miriam Merced January 2018 (has links)
Trata sobre el modelamiento del proceso de gestión de incidencias para una empresa de telecomunicaciones cuyo principal objetivo es mejorar el tiempo de atención de un incidente reportado, el mismo que retrasa muchas veces con la información importante para el negocio. Para la implementación del modelo se tomó como referencia las buenas prácticas de ITIL v3 y para mejorar el desempeño del proceso se utilizó el BPM, asegurando así que las actividades se llevan a cabo de acuerdo con el marco de buenas prácticas evitando así la sobrecarga de incidencias y sobre todo que los procesos diarios presenten un mínimo de interrupción en el servicio. / Tesis
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Resigned robots and aspiring artisans : a conceptualisation of the IT service support workerTrusson, Clive January 2013 (has links)
In the last two decades the IT service support worker has emerged to be a worker-type of considerable socio-economic importance. Such workers are symbolic of the trends towards the importance of information/knowledge and information technology within modern economic/political systems. Such systems, heavily influenced by governmental bodies and business organisations, have aggrandised the use of rationalising customer-centric management techniques. And yet such symbolic workers are largely hidden and unacknowledged as a specific type of worker in the business literature. This thesis represents an attempt to conceptualise the IT service support worker as a worker-type, inducing a conceptual model that identifies three aspects to the worker: information systems worker; knowledge worker and service worker and considers them from each of these perspectives. This qualitative research draws on a rich mix of observational and interview data collected across five UK organisations to produce a narrative that suggests that, for different IT service support workers, those different aspects tend to be variably emphasised within their team roles. The study additionally offers a theoretical conclusion that IT service support workers might reasonably be divided into different classes depending upon not only the design of their team role but also their individual career orientations and the nature of the knowledge they actually use in their work. Four such classes are identified as being of particular significance and these are evocatively named: Resigned Robots ; Constrained Careerists ; Establishment Experts and Aspiring Artisans . Whilst being outside of the scope of this study, it is suggested that this novel typology might also be useful for classifying other worker groupings. The study is intended to be useful for the enhancement of IT service management practice and makes several contributions in this regard. These include the need for managers to recognise the importance of experientially-acquired knowledge for efficiency in IT service support work and a suggestion that managers might tailor HRM practices for different classes of worker.
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資訊科技與ITIL在國際快遞物流客服中心應用之研究 / A Study of IT and ITIL on Contact Center Applications in International Express & Logistics洪春美, Hung,Chun Mei Unknown Date (has links)
由於資訊科技不斷地快速發展下,企業要滿足消費者的需求,除了要提昇產品價值外,面對市場的競爭策略也從產品差異化到服務差異化來創造企業價值。
要在服務差異化來創造企業價值的最重要利基是要建立一個專業的客服中心,同時,將ITIL的Help Desk的觀念導入客服中心的Service Desk的功能上,進而達到全方位的客服中心。本研究以一家國際快遞物流公司的客服中心導入ITIL的Help Desk功能結合個案公司的客服中心現有的應用系統架構中為實例,並探索客服中心的服務功能面與結合Help Desk的功能整合後,應用在目前的系統與程序將足以提昇顧客滿意與期望。
從本研究實例中,可以發現客服中心系統與資訊總部導入ITIL的模組,藉由ITIL的Help Desk的基本理論與實作導入客服中心的Service Desk與CRM的結合,將可以加強客服中心的功能完整性與顧客滿意度的提昇。同時,不論是企業內的客服中心或專業的客服公司,要如何在維運上讓服務品質能更提昇與控制,在客服中心的處理成本降到最低外,這些問題要在客服中心三大組成要素的範疇內,包含「人」、「系統」、「程序」。同時,以Help Desk導入客服中心,發現在後送處理的流程中,對客服中心的服務滿意度及專業度也會有非常顯著的表現。 / In order to satisfy the increasing requirements from customers and to face the rapid innovation of information technology, enterprise not only needs to improve its product value but also to change its business model from product-centered to service-centered competitive strategy. The market competitive strategy has been reshaped from product differentiation to service differentiation that creates the business value.
One of the imperative key points to create business value through service-differentiation is that we have to build a professional customer service center. And ,we need to deploy the ITIL Help Desk concept to enhance the service desk functionalities of the customer service center. This study demonstrates the deployment of the ITIL Help Desk functionalities to the customer contact center using an international express and logistics company as a case study. By integrating customer service center service capability and the Help Desk new functionalities, the customer satisfaction and expectation can be improved.
In this case study, we the deployment of ITIL model for customer service center system and the information data center can be found. Based on the theory of ITIL Help Desk and the integration of customer service center Service Desk and CRM, it is expected the customer service center functionalities and the customer satisfaction can be enhanced and improved respectively. How to operate a customer service center; improve and control its service quality and minimize the operational costs is very important to the enterprise. Three major elements including people, system and process that form the customer service center are also need to be considered. Deploying ITIL Help Desk in customer service center shows high satisfaction and professionalism when shipment is being processed and delivered.
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Implementace procesu Configuration management / Configuration management process implementationŠipka, Ladislav January 2010 (has links)
The aim of this Thesis is to describe the practical implementation of process management in terms of Configuration Management process and subsequent implementation support tool, configuration and management database, focusing on describing and identifying particular steps needed for the definition and implementation process and the subsequent selection and implementation support tools. As an initial base of this Thesis I have used the practical experience of projects focusing on the definition and implementation of process management and subsequent implementation support tools, in which I acted in the role of the Configuration Manager. It means I assisted at course of entire projects. The Thesis focuses mainly on my run and defined Configuration Management process and describes the process and importance of various activities leading to the successful establishment of a process into practice, including identified problems and some of their solutions. The result of this Thesis should approach introducing one of the process of family ITIL v. 2 to practice and subsequent leading to the selection and implementation of the configuration and management database, as a major output of this process.
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