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.

Abstract In recent years, because of some alterations in the government policies and market-place structures, it seems that Real Estate Broking (REB) will be a main stream in the Real Estate Marketing. It is expected that the development of REB will be promising and prospective. However, there are few logistically developed standard operation procedures (SOPs) for customer service. In some large-scale companies with well-developed management systems, there are some service procedures based on empirical practices. However, these procedures have not been documented and served as guides for newcomers to the field. These result in raising the complexity and lowering the overall service quality of REB. In addition, because of the lack of SOPs, it can hardly earn a trust and satisfy the increasing varieties of need from customers. SOPs help in the transportation of profession, confidence, safety, and efficiency for the REB processes to customers from the service providers. They also provide brand-image awareness to consumers and good relationships between the customers and providers. Also, service mistakes from the providers can be minimized and achieve the uniformity and efficiency of operations. The necessity for constructing related SOPs becomes evident. This study was based on practical broking procedures and related academic treatises to develop SOPs for the REB. The investigations divided the customer-service procedures into three phases and incorporated a feedback mechanism of ¡§Customer Satisfactory Management¡¨ and an application of ¡§Information Science and Personnel Management¡¨ to construct a conceptual frame for the procedures. The study also provided revisions and integrity of the constructed frame by analyzing some practical cases. The developed SOPs are expected to be a basis for improving the service quality of the REB and a reference for constructing a mechanism for consumer service.

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.

This thesis is focused on managing the internal Service desk in medium and large companies. In the theoretical part is firstly defined what it's ICT service and how it is managed. It is followed by a characteristics of theoretical Framework ITIL, which deals with ICT services management. Then, a further theoretical framework COBIT is characterized, which also deals with the management of services, and these two frameworks are compared. The practical part consists of case study. A case study is based on analysis and evaluation of the current status of internally provided service Service desk at ALS Czech Republic. The analysis and evaluation is based on the knowledge and information contained in the theoretical part. The outcome of this work is general guidance for management of internally provided service Service desk in medium and large companies.

In the era of experience economy, how best to deliver memorable and exciting customer experiences has become a key issue for service providers. This research aims to build a systematical, quantitative and expectation-based mechanism to design and manage service experience and operation for cyber-physical services. Consequently, this study not only analyzes and synthesizes the critical factors by reviewing literatures (that is, customer expectation, service operation and customer emotion) within the background of service science but also establishes a conceptual theoretical framework for designing satisfactory service experiences. Furthermore, this study presents a concept of the Exquisite Technology and a service system (i.e. U2EX) with a customer expectation management engine (including five core methods, Hawk-Dove game, Coopetition, PSO, FCM and expectation measurement model) in the exhibition context to demonstrate the feasibility of implementing the notions of customer expectation management and service experience design. Besides, we integrate the expectation theory with the emotion theory to build a theoretical concept and employ a multimethod (including a single case study, interviews, simulations and questionnaire surveys) to test the relations and research propositions of the theoretical concept. The research results show positive evidences to support our developed theoretical concept. The customer expectation measurement model is one critical element of the proposed engine that can help service providers understand and quantify customer expectation in dynamic and real time environments for appropriate service experiences based on the systematical and theoretical groundings (i.e. Fechner’s law and operation risk). Hence, we use the simulations to verify the reliability of the customer expectation measurement model. Meanwhile, this research also conducts simulation experiments of Hawk-Dove game, PSO, FCM and Coopetition methods to have preliminary evidences for supporting the proposed mechanism. Thus, service providers provide customers with high-quality service experiences to achieve customer satisfaction and co-create values with customers through meticulous service experiences design approaches. The proposed mechanism of expectation-based service experience and operation design and management has been demonstrated in the exhibition service sector. We would like to apply the advantage and usage of the proposed mechanism to the other feasible domains and service sectors. Consequently, this study proposes a S-D based input-output analysis approach in order to find the potential fields that can also adopt the proposed mechanism by measuring the effects of technology spillovers.

Made available in DSpace on 2016-06-02T19:51:32Z (GMT). No. of bitstreams: 1 DissDCCr.pdf: 2399519 bytes, checksum: 75d16bb4914bbea32cd50cab3843e3c7 (MD5) Previous issue date: 2007-07-30 / The service industry is continuously growing, reaching positions of higher prominence in the world and Brazilian economies. Its position is relevant in the composition of worldwide GDP. Over the last few years, the contribution of the service sector in the Brazilian Gross Domestic Product has been holding around 60%. The case study on Empresa Brasileira de Correios e Telégrafos (ECT) was addressed to examine the impact of automation of parcels processing on the competitive objectives in a regional business unit and, thus, observe how automation contributed to improve achievement of the whole entity competitive objectives. The technological modernization and the introduction of mechanization in the operational processes provided relevant impacts on different areas to maintain competitiveness. The combination of technological modernization with mechanization of operational process required investments of significant value, however, with fundamental importance in accelerate parcels processing, rationalization of distribution logistics and the final delivery of parcels. Considering such implications, it is plausible to say that strong impact occurred on various decision areas, structural and infra-structural, involving decisions on capacity, facilities and technology which brought relevant changes in the planning and control and human resources systems. The evaluation of visits, interviews, operational performance indicators and costumer requirement/organization performance profiles, determined by the application of the Platts-Gregory methodology for strategy formulation, allowed to verify that the parcel processing automation in business units strategically located in regions of high volume of parcels showed improvement on operational area and provided viability to maintain and, in some costumer segments, to achieve higher market competitiveness. / O setor de serviços vem crescendo continuamente, ocupando posição de destaque cada vez maior na economia mundial e brasileira. Sua posição na composição do PIB mundial é de significativa importância. Ao longo dos últimos anos a participação do setor de serviços no Produto Interno Bruto do Brasil vem se mantendo em torno de 60%. O estudo de caso na Empresa Brasileira de Correios e Telégrafos teve por objetivo examinar os impactos da automatização do processo de tratamento de encomendas nos objetivos de desempenho de uma unidade da Região Sul da cidade de São Paulo da ECT. e, assim, observar como a automação contribuiu para melhor atender os objetivos competitivos da organização. A modernização tecnológica e a introdução de mecanização nos processos operacionais da organização proporcionaram impactos relevantes nas diversas áreas da organização para manter a competitividade. A combinação de modernização tecnológica com a mecanização dos processos operacionais consumiu investimentos de valor significativo, porém, teve importância fundamental na agilização do tratamento das encomendas e na racionalização da logística de distribuição e entrega das encomendas aos respectivos destinatários. Considerando estas implicações, é plausível afirmar que houve forte impacto nas diversas áreas de decisão, estruturais e infra-estruturais, envolvendo decisões sobre capacidade produtiva, instalações e tecnologia, que provocaram alterações nos sistemas de planejamento e controle e de recursos humanos. A avaliação das visitas, entrevistas, indicadores de desempenho da operação e dos perfis exigência/desempenho gerados pela aplicação da metodologia de formulação de estratégia Platts-Gregory permitiram verificar que a automatização de parte do processo de tratamento em unidades localizadas estrategicamente em regiões de alto volume de circulação de objetos trouxe melhorias à área operacional de encomendas e proporcionou à organização viabilidade para manter e, em alguns segmentos de clientes, alcançar maior competitividade no mercado.

The purpose of this thesis was to map and analyze how ITIL works together with SaaS in a specificproject at a company. This study has not only confirmed that ITIL and SaaS can work together, but hasalso produced recommendations for specific areas worth focusing on during implementation of thesetwo techniques. It’s worth mentioning that these recommendations have been produced from a veryspecific context and that customization of said technologies needs to be made to fit each organization.The results from this study implies that there might be a connection between the choice of developmentmethodology and how one chooses to deliver and maintain said product. This might be seen as trivialbut is highly relevant for new actors in the market, and something that should be mentioned in the officialITIL documentation. The same goes for customization of ITIL and SaaS. The results of this study mightlook different if the case study company had been using another development methodology.Earlier research made by Karkošková and Feuerlicht (2014) is confirmed, where one of their hypothesesis that there needs to be extra customization between the cloud (SaaS) and ITIL. They continue theirwork by successively adapt ITIL to SaaS from a consumer perspective. In their paper, they also mentionthe importance of beginning this adaption from the other end; the service provider perspective. Thisthesis begins said perspective, and not only starts to analyze, but also produce four recommendations onhow to proceed with the adaption of ITIL and SaaS. / Syftet med denna studie var att kartlägga och analysera hur ITIL fungerar tillsammans med SaaS i ettbefintligt uppdrag hos ett företag. Denna studie har inte bara bekräftat att ITIL och SaaS fungerartillsammans, den har även tagit fram rekommendationer för vad som tål att fokusera extra på under enimplementationsprocess när organisationen använder SaaS som sin leveransmetodik. Det bör docknämnas att dessa rekommendationer är utarbetade från ett väldigt specifikt fall, och att anpassa lösningarefter organisationerna alltid är och bör vara av hög prioritet.Studien antyder också att det finns ett samband mellan valet av utvecklingsmetodologi och hur mansedan ska leverera och hålla utvecklingen uppdaterad. Detta kan ses trivialt men är relevant för nyaaktörer på marknaden, något som bör antydas i ITIL:s dokumentation. Detsamma gäller anpassning avITIL och SaaS. Hade studiens resultat sett annorlunda ut om företaget istället använt en annanutvecklingsmetodik?Tidigare forskning av Karkošková och Feuerlicht (2014) bekräftas också, där en av deras hypoteser äratt det krävs extra anpassning mellan molnet och ITIL, varpå de börjar med att teoretiskt anpassa dessatvå begrepp, men endast från ett konsumentperspektiv. De nämner att steg två hade varit att anpassa frånett leverantörsperspektiv, och det är precis det som denna studie gör. Arbetet med att anpassa ITIL ochSaaS praktiskt är påbörjat och kan fortsätta att byggas upp av kommande studier. Denna studieproducerar även fyra rekommendationer till anpassningsarbetet.

Submitted by Nadir Basilio (nadirsb@uninove.br) on 2015-07-17T14:54:04Z No. of bitstreams: 1 Alceu Antonioli Filho.pdf: 1259303 bytes, checksum: ea7f3b6b4ead8b23c2f7f1cce4f0bfbd (MD5) / Made available in DSpace on 2015-07-17T14:54:04Z (GMT). No. of bitstreams: 1 Alceu Antonioli Filho.pdf: 1259303 bytes, checksum: ea7f3b6b4ead8b23c2f7f1cce4f0bfbd (MD5) Previous issue date: 2015-02-10 / The pursuit for an efficient productive process, low costs and higher value added for products and services offered to the customers has become an important feature for companies in various economic sectors in a global perspective. In the service sector, some companies have adopted the fundamentals of Lean Service to eliminate waste in many aspects of their activities aiming better operating results. However, the lack of knowledge in this sector and the low number of research in adoption of Lean Service, require studies on their applicability. This research aimed to check if the Lean Service practices are applied to Information Technology (IT) services activities and if this has brought improvements in operational terms as well as in the quality of services provided. A systematic literature review supported by bibliometrics methods identified just few articles published in this area into literature however this research identified some companies using it in this sector. In an empirical perspective of LS application two case studies present results with evidence of operating performance and quality improvements on LS practices adopted relating the previous environment. / A busca por um processo produtivo eficiente de baixo custo e maior valor agregado aos produtos e serviços oferecidos aos clientes se tornou uma característica importante para empresas de diversos setores econômicos em uma perspectiva global. No setor serviços, algumas empresas adotaram os fundamentos do Lean Service para eliminar os desperdícios em vários aspectos de suas atividades visando melhores resultados operacionais. Entretanto, a falta de conhecimento neste setor e a baixa quantidade de investigações sobre a adoção do Lean Service demandam estudos sobre sua aplicabilidade. Neste contexto, o trabalho buscou constatar se as práticas do Lean Service são aplicadas nas atividades de serviços de Tecnologia da Informação (TI) e se isso trouxe melhorias em termos de desempenho operacional, bem como, na qualidade dos serviços prestados. Uma revisão sistemática de literatura apoiado com técnicas bibliométricas aponta escassez de artigos publicados nesta área na literatura, entretanto um levantamento realizado nesta pesquisa indica sua utilização por diversas empresas do setor. Para uma perspectiva empírica da aplicação do LS, dois estudos de caso apresentam resultados com evidências de melhorias no quesito de desempenho operacional e qualidade em relação ao ambiente previamente às práticas do LS adotadas.

This master's thesis is focused on Information Technology Infrastructure Library (ITIL). Objective of the project was to analyze, design and implement a game engine, which would provide simulation of IT service operation in real or accelerated time or in turns. Basic part of the engine is a creators mode, which allows users to create custom IT services and specify their behaviour during operation, like the service would be used in real. Another part of the engine is a players mode and simple service desk. In this mode, players can take care of fluent operation of their services. Thanks to this, they can learn and train practices, which are described in ITIL.

This thesis is oriented on the automotive industry with the focus on the domestic producer of the vehicles – the Škoda Auto Company. It describes the subject of business in the mentioned company and subsequently it refers to the current trends of the automotive market in the Czech Republic. On the basis of the analyses` results of the after-sales services allied with usage of the Škoda-products it will propose their possible future progression. Thereinafter will the thesis concentrate on the description of the existing after-sales processes focused on the „through-pass“ of the vehicle through the authorised Škoda Auto service. It deals with the analysis of the service systems in detail using the tight cohesion of them. Modern technologies used in the current vehicles put significantly higher demands on their maintenance, which call for the continual optimization of the service processes with the maximal utilisation effort of the feedback. The appropriate personnel have become the necessity. For these purposes it will be recommended the introduction of the electronic multipurpose memory devices intended for the data collection. In the next step will the after-sale-service process be described with the focus on the usage of these electronic memory vehicle-keys with the reference to the procedural simplification of the maintenance operations. The final part of the thesis will evaluate the general contribution of the proposed resolution for the service processes as well as their users.