Made available in DSpace on 2009-11-18T19:01:44Z (GMT). No. of bitstreams: 1 ACF21C.pdf: 1068823 bytes, checksum: 9b06f39dfafdbe48b79413d2156acf91 (MD5) Previous issue date: 2007 / The present work has as main objective the identification and impact analysis for the practice ITIL in the organizational flexibility of a multinational IT company, being this study of quali-quantitative and exploratory nature. To achieve this objective, some theoretical studies on bureaucracy, organization flexibility, control, IT governance and ITIL were done, as a form to better understand the research problem. For analysis effect a set of eleven ITIL process was considered in this research ¿ service desk, incident management, problem management, change management, configuration management, release management, service level management, availability management, capacity management, continuity management and finally IT financial services management ¿ grouped in its two core areas ¿ service support and service delivery. Then a scale was constructed and validated, on the basis of theoretical models developed by Volberda (1997), Tenório (2002) and Golden and Powell (1999), to measure the flexibility related to each process comprising the ITIL core. The dimensions adopted to measure flexibility were: organization design task, managerial task, IT impact on work force, HR management, efficiency impact, sensitivity, versatility and robustness. The instrument used in research was a semi-structured interview, which was divided in two parts. The data collection was performed with ten interviewed people from an IT multinational company, based on convenience, some were managers and there were users, some were ITIL certified and others not. The statistic tests of t student and Wilcoxon non-parametric were adopted. The result of the research indicated that the ITIL service support area, for possessing greater operational focus, presents flexibility trend. The opposite was found for the service delivery area, which has greater tactical focus. The results also suggest that the change management discipline was the one that contributed for the most flexibility inside the company, followed by incident management discipline and the service desk function. / O presente trabalho tem como objetivo principal a identificação e análise do impacto das práticas ITIL na flexibilidade organizacional de uma empresa multinacional de TI, sendo a pesquisa de natureza quali-quantitativa e exploratória. Para atingir este objetivo, foram feitos estudos teóricos das temáticas burocracia, flexibilidade organizacional, controle organizacional, governança em TI e ITIL, de forma a se obter um melhor entendimento do problema de pesquisa. Para efeito de análise foi considerado nesta pesquisa um conjunto de onze processos do ITIL ¿ service desk, gerência de incidentes, gerência de problemas, gerência de mudanças, gerência de configuração, gerência de release, gerência de nível de serviço, gerência de disponibilidade, gerência de capacidade, gerência de continuidade e, por fim, gerência financeira de serviços de TI - agrupados nas suas duas áreas centrais ¿ service support e service delivery. Na seqüência foi construída e validada, com base em modelos teóricos desenvolvidos por Volberda (1997), Tenório (2002) e Golden e Powell (1999), uma escala destinada a medir o potencial de flexibilidade relacionado a cada um dos processos centrais do ITIL. As dimensões adotadas para medir a flexibilidade foram: planejamento organizacional, ação gerencial, impacto da TI na força de trabalho, gestão de RH, impacto na eficiência, sensibilidade, versatilidade e por fim robustez. O instrumento de pesquisa utilizado foi entrevista semi-estruturada. A coleta de dados foi realizada com dez entrevistados de uma empresa multinacional de TI, sob conveniência, distribuídos entre gerentes e não-gerentes, certificados e não certificados nas práticas do ITIL. Foram adotados os testes estatísticos t student e não paramétrico de Wilcoxon. O resultado da pesquisa indicou que a área de service support do ITIL, por possuir maior foco operacional, apresenta tendência à flexibilidade. O oposto foi encontrado para a área de service delivery, que possui maior foco tático. Os resultados sugerem ainda que a disciplina gerência de mudanças é a que mais contribuiu para a flexibilidade na empresa, seguida da disciplina gerência de incidentes e da função service.

My diploma thesis analyses problems, which are related to creation of business plan. It contains firm analysis and suggestion of business plan, whose parts are organizational, marketing and financial plan, that will be aplicated at increasing and activity of this firm.

This Master´s thesis deals with the prerequisites for producing a business project aimed at establishing a new company. It sets business area, customer segment and type of product, the company will be aimed at. It presents a proposal for establishment of the company.

This thesis focuses on a restaurant business proposal. The main goal of this business plan is a proposal to establish a mini-brewery, which will be used to brew beer for the restaurant only, as well as an analysis of market characteristics applicable to the restaurant location. The business plan also includes marketing strategy proposal.

This thesis deals with the real problem of establishing a business in tutoring and babysitting in the city of Brno and its surroundings. After a thorough examination of external and internal environment is designed appropriate business plan, which is the aim of this work.

The diploma thesis is a design of a business plan for the establishment of a private kindergarten in Olomouc, as a Limited Liability Company. The design responds to an existing market gap which creates sufficient space for entry of a new entrepreneur in this market. In the thesis, the presumptions of success in a business are evaluated, including financial plan, and a proposal of sequential steps for an execution of the company is made.

The subject of this diploma thesis is to elaborate a business plan based on franchising in early childhood education. The theoretical part contains the definition of a business plan and its parts, as well as explanations of basic concepts in franchising and finally a description of laws and regulations, which must be followed in the establishment of kindergarten. The target is a practical demonstration of the establishment of kindergarten through franchising.

В диссертационном исследовании рассмотрены вопросы разработки концепции детско-юношеской спортивной школы по биатлону, направленной на реализацию программ дополнительного образования детей по биатлону. В результате разработана концепция, учитывающая организационно-правовую форму ДЮСШ, целевую аудиторию, анализ рынка конкурентов. Полученные в результате исследования положительные результаты позволяют рекомендовать разработанную концепцию кругу специалистов, работающих в данной отрасли. / The dissertation research deals with the development of the concept of a children's and youth sports school in biathlon, aimed at implementing programs for additional education of children in biathlon. As a result a concept has been developed, that takes into account the legal form of the children’s and youth sports schools, target audience, market analysis of competitors. The positive results obtained in the research allow us to recommend the developed concept to specialists working in this industry.

This diploma thesis consist proposal of business plan to start a company in custom furniture making business. This plan reacts on possibility of buyout of assets from dissolving association of tradesman. Goal is to create and evaluate limited company type business plan.

This thesis was elaborated on the basis of a real problem related to an establishment of the company producing packaging facilities for technical products. The aim of the thesis is to develop and propose an appropriate business solution, based on the results of external and internal business environment analysis.