Aims and Objectives: Information Technology (IT) service management has gained importance in the recent years. A service is a means of delivering value to the customers by facilitating outcomes, which customers want to achieve without ownership of the specific costs and risks. As IT services’ efficient execution revolves around its implementation through software management, the need for understanding the relationship between IT service management and software management has become crucial. The aim of this thesis is to explore this relationship. Methodology: We designed this thesis study as an exploratory study. First, a systematic literature review was conducted to explore the role of software engineering in IT service management and the interconnection between them. Then, we performed a case study at Telenor Sweden AB by conducting interviews in order to further investigate the intersecting elements between ITIL v3 Framework, which is an international standard for IT service management and software engineering considering ISO/IEC 12207 standard on software processes. Results: The outcome of this thesis is a mapping between IT service management and software engineering considering ISO/IEC 12207 for software engineering processes and ITIL V3 Framework for IT service management. These mappings have been recommended to use by the case company to incorporate ‘in-house’ software models in line with ITIL V3 Framework implementation. Conclusion: Though ITIL V3 framework gives in depth guidelines for IT Service Management, it does not give sufficient details for managing applications that constitute IT Services. As ITIL V3 is a framework, it is flexible to accommodate the software engineering processes defined in ISO/IEC 12207 standard. Though we brought three-way relationship between ITIL V3, ISO/IEC 12207 and case company’s software process models, it is found out that replacing existing models with ISO/IEC 12207 shall be difficult as it would be two new standards for the employees. The in house software process models are already inspired from standards. In this thesis, we provide a mapping between ITIL V3 and inhouse models of the case company to support the implementation of ITIL V3 for managing software applications to realize IT Services. / The thesis gives mapping between ITIL V3 Framework and ISO/IEC 12207 Software Engineering processes to incorporate them in integrated Service Management and Software Management / +46762509249

Magister Bibliothecologiae - MBibl / Communities of practice have been described as supportive environments where knowledge creation, knowledge sharing, learning and problem resolution takes place (Hildreth and Kimble, 2002; Wenger, 1998a; Zhang and Watts, 2008). The literature points to the use of community of practice in organisations to leverage knowledge held by individuals for competitive advantage. Wenger (1998b) developed the Practice and Identity’ framework as a measure of whether a group could be called a community of practice. The ‘Developing information technology capacity in higher education’ (DITCHE) project rolled out the Information Technology Infrastructure Library (ITIL) service management programme as part of the brief to provide interventions beneficial to South African higher education institutions. Staff from the information technology departments attended the training over the period 2007 to 2009. This study examined the actions and outputs of the group which attended the ITIL service management training against the Wengerian ‘Practice and Identity’ framework to determine whether this group could be considered a community of practice. Research questions arising from the stated problem are: • Do the DITCHE ITIL groups meet the definition of community of practice as defined by Wenger’s ‘Practice and Identity’ framework? • What factors are required for the formation and sustaining of a community of practice? • What value is to be found in successful DITCHE ITIL communities of practice? The research design consisted of phases which included a survey of the literature to determine the most recent theories on this subject matter and definitions of key concepts. The concept of communities of practice is not singular. Cox (2001) pointed to four works which he considered seminal to the discussion about the concept of community of practice. He suggested that these be used as markers in the discussion on the conceptualization of community of practice. Each of these works could be used as frameworks for determining the existence of communities of practice as he noted the lack of overlap of elements in the different frameworks. The physical separation of participants of the study across South Africa necessitating the use of information and communication technologies made the Wenger ‘Practice and Identity’ framework the most suitable choice against which to frame the study as the elements of collocation and situated learning are not absolute requirements. Data were collected from participants of this study using questionnaires and interviews and the output was viewed against the components of the Wengerian framework viz. mutual engagement, shared repertoire and joint enterprise. The study found that while evidence existed for a match to these elements, it was insufficient to deem the DITCHE ITIL group a community of practice in the discourse of the 1998 framework. This group meets the description of an online community of practice where infrequent but intense discourse takes place when a problem needs to be resolved. Factors contributing to the arrival of this conclusion were identified. Motivations and barriers to the formation of communities of practice were identified. Further recommendations for continued community building such as further active leadership and the use of social networking tools are included. The study concluded that the potential existed for South African public higher education institutions to derive benefit from communities of practice and the DITCHE programme.

This thesis gives an example of how decision analytic methods can be applied to choices in the adoption of cloud computing. The lifecycle of IT systems from planning to retirement is rapidly changing. Making a technology decision that can be justified and explained in terms of outcomes and benefits can be increasingly challenging without a systematic approach underlying the decision making process. It is proposed that better, more informed cloud adoption decisions would be taken if organisations used a structured approach to frame the problem to be solved and then applied trade-offs using an additive utility model. The trade-offs that can be made in the context of cloud adoption decisions are typically complex and rarely intuitively obvious. A structured approach is beneficial in that it enables decision makers to define and seek outcomes that deliver optimum benefits, aligned with their risk profile. The case study demonstrated that proven decision tools are helpful to decision makers faced with a complex cloud adoption decision but are likely to be more suited to the more intractable decision situations.

This master thesis analyzes current situation in the area of IT Services management in the Czech public sector in ITILv3 framework. Theoretical part characterizes ITIL framework from high-level perspective, includes processes description and possible use in public sector. Moreover, public sector organization structure and government's strategy vision are summarized. The master thesis practical part analyzes current situation of IT Services management in the Czech public sector, uses public information ressources, surveys, discussions and interviews. The analysis identifies key points threatening IT management effectiveness. IT Governance model is designed based on these key points. The model proposes strategy view and defines crucial organizational responsibilities. Essential ITIL processes are defined including implementation plan and communication strategy.

The goal of this thesis is creation of methodology for repeatable transformation of customer business needs and goals resulting from company IT strategy to system functionality and process implementation in Business/IT Service Management projects using BMC Atrium and Remedy products. This methodology will be based on existing project management methodologies PRINCE2 and SCRUM. In the thesis I also refer to parts of ITIL v3 process framework. The aim of the thesis is to provide a project delivery framework for IT Consultancy organizations. The framework will foster efficient planning, tracking and communication of requirements and deliverables between IT Consultancy and their customer during entire project lifecycle and will therefore enable repeatable and consistent high quality delivery of customer success.

The thesis deals with the possibilities of the quality information system assessment. The theoretical part of the thesis describes the information systems, explains the term quality in information systems and describes the methods of the IT processes maturity assessment. The implementation of selected methods of the IT process maturity assessment is the content of the practical part of the thesis. A questionnaire survey based on the selected methods was conducted in the SAINT-GOBAIN ADFORS CZ s.r.o. company. The survey was analyzed, the level of the Problem Management process maturity was defined and possible improvements of this process were suggested.

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 master's thesis deals with the area of risk management in project management. The aim is to create a complex risk management methodology and a functional prototype of the system that complements and supports it. The methodology is based on the fundamental principles of these areas and the analysis of currently used project and risk management approaches in practice. Selected were PRINCE2, Agile Approach and ITIL. The advantages of the methodology are its complexity, no bound to any standard but based on methodology's positive  features. Based on the methodology, a web application for management and visualization of projects and risks has been developed and supports work with it.

The topic of this Master Thesis is Incident Management process as well as other processes which are inseparably linked to it, such as Problem Management, Change Management, Knowledge Management, etc. Main focus of this work is taken to the mentioned processes implementation in the real environment of the real company. Those processes are to be supported by selected information system whereas the selection itself is also part of the project. The processess are compared and optimized with use of Information Technology Infrastructure Library (ITIL).

This diploma thesis is focused on the possibility of using modern approaches to information technology management. Specifically, it concentrates on demands for innovation of software development lifecycle management. The theoretical part of the thesis is focused on methods used in information strategy. Based on results of the analytical part, where I evaluate current approach to information technologies service management, I suggest solutions in the form of customer oriented information strategy and approach to the management of software development as a part of service lifecycle.