This dissertation is dealing with the issue of information systems in business environment. The practical part focusses on examining the contemporary solutions IS/IT at a chosen hotel with the help of analysis HOS 8 and ZEFIS. Based on these analyses the final part of this thesis proposes solutions for the improvement of the current state of IS from balance perspective as well as efficiency.

Master´s thesis is considered with design of algorithms for new module of company information system. In the beginning of thesis there are characterized types of ways to describe an information systems. For specification of described system is briefly defined IBM Lotus Notes environment. Next chapter is about object-oriented analysis and design of a module of information system by using UML´s diagrams in modeling tool Enterprise Architect. In the third chapter is made analysis and design of module´s connection with current system, specificly update data in form. Thesis shows designed algorithms in environment of Lotus Domino Designer by using LotusScript and SQL languages and Lotus Domino Connector for access into the database by using ODBC. In last part of thesis is proposed to use a mapping tool to mapp the ITC infrastructure by using Change management process according to ITIL method, to manage all the changes in developing system effectively.

This thesis explores the topic of service level agreements management according to IT Infrastructure Library as a structured document. First of all ITIL in general is briefly described, analysis and a structure of SLA is then defined. This is a base for conceptual model definition. Later design and implementation of a web service and a client web application are presented. Both applications will be used as a tool in the course being held by our faculty.

The project inspects and discusses improvements of the technical assistance of Change Management support within IT service provider. The primary objective of the procet is to analyse and implement a new software tool to display possible improvements. This project involves whole software development proces including requirements collection, systém analysis, design, implementation. In the first part, the IT service management, especially Change Management area and ITIL methodology is described. In the second part, the analysis of current state of the proces implementation and software tool is discussed and proposed opportunities for improvement. In the end, the results are summarized and possibilities of the future improvements are proposed.

This master's thesis presents analysis, design and implementation of an information system for supporting studying and practicing of selected methods described by Information Technology Infrastructure Library (ITIL) with focus on service design and service operation. In the form of a web application the thesis presents an uncommon approach to e-learning system development by extending the standard lecture part by game elements and interactive scenarios. Developed system allows creators to define services and tasks, such as incidents and problems caused by their operation, and evaluate reactions of responsible users. The application can be used by IT administrators or Service Desk managers to train new IT engineers or Service Desk operators.

Att leverera IT-relaterade tjänster är utmanande för många företag och verksamheter. För att underlätta för leverantörer av IT-tjänster har processtöd tagits fram som går under namnet IT Service Management där det ledande ramverket ITIL tillhandahåller riktlinjer för bland annat processer i form av incident- och problemhantering. Införandet av IT Service Management handlar till stora delar om resurskrävande aktiviteter som förändringar i arbetssätt och införande av processer. Detta gör att många små och medelstora företag upplever att det är kostsamt och svårt samtidigt som det behöver skapas förståelse för vilka värdeskapande effekter ramverket kan medföra, för att motivera den insats som krävs. För att tydliggöra effekterna av IT Service Management används prestationsmätning - processen att mäta effektivitet och verkningsgrad av ett antal åtgärder. Huvudsyftet med denna uppsats är att identifiera och beskriva användningen av prestationsmätning inom IT Service Management enligt små och medelstora företag. Bisyftet är att identifiera och beskriva utmaningar och risker som företrädare för små och medelstora företag uppfattar med prestationsmätning inom IT Service Management. Därtill ställs frågan om hur små och medelstora företag har arbetat för att minimera risker och hantera utmaningar som kommer med prestationsmätning inom IT Service Management.  Kvalitativa data har samlats in genom semistrukturerade intervjuer med fem respondenter där intervjusvar har bearbetats genom tematisk analys för att besvara studiens fyra undersökningsfrågor. Studiens slutsatser är att de mätbara organisatoriska fördelar som små och medelstora företag har identifierat med IT Service Management är uttalat arbetssätt, gemensamt språk, tekniskt verktyg, beprövade metoder samt processeffektivitet. Därutöver identifierades utmaningar som omfattar att identifiera adekvata prestationsmått, det administrativa arbetet samt att upprätthålla engagemang. Studiens slutsatser om risker omfattar arbetsmiljöns påverkan av synliggjorda resultat och vilseledande resultat av mätningar. Små och medelstora företag kan hantera utmaningar och minimera risker genom utbildning, dra nytta av tillgängliga resurser och genom stöd av företagsledningen.

Este trabalho propõe diretrizes de Gestão de Continuidade de Negócios (GCN) para a tecnologia de Ensino Presencial Mediado por Recursos Tecnológicos (EPMRT), que conta, para a realização de suas atividades acadêmicas, com um sistema complexo para transmissão de aulas e exige um grande esforço para o controle das suas operações e das respostas coordenadas diante de erros, falhas e defeitos, ou quaisquer incidentes que resultem na interrupção das suas atividades. A manutenção deste ambiente tecnológico está relacionada com a implantação de processos eficientes de gestão de risco e do ciclo de melhoria contínua em ambiente de TI com a adoção do ITIL® e através da construção das diretrizes de um Plano de Continuidade de Negócios (PCN), documentado por meio de elementos da UML, utilizando a Análise de Impacto nos Negócios (BIA), a Avaliação dos Riscos (RA) e os atributos de Dependabilidade para os elementos tecnológicos: disponibilidade, confiabilidade, segurança, confidencialidade, integridade e manutenibilidade. / This paper proposes guidelines for Business Continuity Management (BCM) that uses a technology called Education System Mediated Classroom Resources Technology (SPMRT), which needs, for the achievement of their academic activities, a complex system for transmission of lessons and requires a great effort to control their operations and coordinated fast responses in case of errors, faults, attacks and defects, or any incidents that result in the disruption of their activities. Maintaining this technological environment is related to the implementation of efficient processes of risk management and continuous improvement cycle in the IT environment with the adoption of ITIL® and through the construction of a Business Continuity Plan (BCP), documented by elements of the UML using the Business Impact Analysis (BIA), Risk Assessment (RA) and the attributes of Dependability: availability, reliability, security, confidentiality, integrity and maintainability.

Este trabalho propõe diretrizes de Gestão de Continuidade de Negócios (GCN) para a tecnologia de Ensino Presencial Mediado por Recursos Tecnológicos (EPMRT), que conta, para a realização de suas atividades acadêmicas, com um sistema complexo para transmissão de aulas e exige um grande esforço para o controle das suas operações e das respostas coordenadas diante de erros, falhas e defeitos, ou quaisquer incidentes que resultem na interrupção das suas atividades. A manutenção deste ambiente tecnológico está relacionada com a implantação de processos eficientes de gestão de risco e do ciclo de melhoria contínua em ambiente de TI com a adoção do ITIL® e através da construção das diretrizes de um Plano de Continuidade de Negócios (PCN), documentado por meio de elementos da UML, utilizando a Análise de Impacto nos Negócios (BIA), a Avaliação dos Riscos (RA) e os atributos de Dependabilidade para os elementos tecnológicos: disponibilidade, confiabilidade, segurança, confidencialidade, integridade e manutenibilidade. / This paper proposes guidelines for Business Continuity Management (BCM) that uses a technology called Education System Mediated Classroom Resources Technology (SPMRT), which needs, for the achievement of their academic activities, a complex system for transmission of lessons and requires a great effort to control their operations and coordinated fast responses in case of errors, faults, attacks and defects, or any incidents that result in the disruption of their activities. Maintaining this technological environment is related to the implementation of efficient processes of risk management and continuous improvement cycle in the IT environment with the adoption of ITIL® and through the construction of a Business Continuity Plan (BCP), documented by elements of the UML using the Business Impact Analysis (BIA), Risk Assessment (RA) and the attributes of Dependability: availability, reliability, security, confidentiality, integrity and maintainability.

Information technology (IT) security, which is concerned with protecting the confidentiality, integrity and availability of information technology assets, inherently possesses a significant amount of known and unknown risks. The need to manage IT security risk is regarded as an important aspect in the daily operations within organisations. IT security risk management has gained considerable attention over the past decade due to the collapse of some large organisations in the world. Previous investigative research in the field of IT security has indicated that despite the efforts that organisations use to reduce IT security risks, the trend of IT security attacks is still increasing. One of the contributing factors to poor management of IT security risk is attributed to the fact that IT security risk management is often left to the technical security technologists who do not necessarily employ formal risk management tools and reasoning. For this reason, organisations find themselves in a position where they do not have the correct approach to identify, assess and treat IT security risks. The IT security discipline is complex in nature and requires specialised skills. Organisations generally struggle to find a combination of IT security and risk management skills in corporate markets. The scarcity of skills leaves organisations with either IT security technologists who do not apply risk management principles to manage IT security risk or risk management specialists who do not understand IT security in order to manage IT security risk. Furthermore, IT is dynamic in nature and introduces new threats and vulnerabilities as it evolves. Taking a look at the development of personal computers over the past 20 years is indicative of how change has been constant in this field, from big desktop computers to small mobile computing devices found today. The requirement to protect IT against threats associated with desktops was far less than the requirement associated with protecting mobile devices. There is pressure for organisations to ensure that they stay abreast with the current technology and associated risks. Failure to understand and manage IT security risk is often cited as a major cause of concern within most organisations’ IT environments because comprehensive approaches to identify, assess and treat IT security risk are not consistently applied. This is due to the fact that the trend of IT security attacks across the globe is on the increase, resulting in gaps when managing IT security risk. Employing a formal risk based approach in managing IT security risk ensures that risks of importance to an organisation are accounted for and receive the correct level of attention. Defining an approach of how IT security risk is managed should be seen as a fundamental task and is the basis of this research. This study aims to contribute to the field of IT security by developing an approach that assists organisations in treating IT security risk more effectively. This is achieved through the use of a combination of existing best practice IT security frameworks and standards principles, basic risk management principles, as well as existing threat modelling processes. The approach developed in this study serves to encourage formal IT security risk management practices within organisations to ensure that IT security risk is accounted for by senior leadership. Furthermore, the approach is anticipated to be more proactive and iterative in nature to ensure that external factors that influence the increasing trend of IT security threats within the IT environment are acknowledged by organisations as technology evolves. / Computing / M. Sc. (Computing)

The goal of customer support is to help clients achieve maximum value in their services and products. Customer support is the public face of a company, which means that it is important to give the customer a positive experience and live up to customer expectations. Efficient customer support has become more important and studies show that customers who leave a company do so because of poor service. Customers' growing demands for higher quality and easier access to services means that companies must recognize the need to satisfy each customer. It is important that each customer receives the attention required and that customer needs are met quickly and flawlessly. The primary objective for an efficient customer support is to provide quick answers and solutions to achieve customer satisfaction. This master thesis aims to examine how the support and case management process can be improved for smaller software companies with customer support. The thesis deals with four issues: how should the support process be designed in smaller software companies, which important aspects must be considered in the support-handling process, how can a case management system contribute to a better customer support and what is the customer role in the management process. Case company for this thesis has been Medius in Linköping, which is a provider of process-related IT support. Interviews have been conducted with both employees at Medius and customers to Medius. The thesis has resulted in a framework and a recommendation for how efficient customer support should be handled in a small software company. To obtain an efficient customer support it is important that the client knows how the customer support should be contacted and what information is required. It should be possible for the customer to contact the customer support through multiple communication channels. The customer support has to work efficiently internally. It is important to prioritize, escalate and document tasks. Between the customer support and the customer, it is beneficial to have a satisfactory communication with regular feedback. Ultimately, it is also important to regularly measure and evaluate the customer support service in order to maintain efficient customer support. A case management system that supports the business is required for the customer support. The case management system is needed to solve problems faster and to provide the support with an overview of the business. A case management system also acts as a knowledge database with relevant information. This thesis work has combined existing frameworks and theories about customer support. This has been supplemented with interviews in order to adapt the framework to smaller software companies. An efficient customer support is achieved by using the authors' framework and recommendations. / Målet med kundsupport är att hjälpa sina kunder uppnå maximalt värde i deras tjänster och produkter. Kundsupporten är ett företags ansikte utåt, vilket innebär att det är viktigt att ge kunden en positiv upplevelse och leva upp till kundens förväntningar. Effektiv kundsupport har blivit allt viktigare och studier visar att de kunder som lämnar företag gör det på grund av dålig service. Kundernas ökade krav på högre kvalité och enklare tillgång till service har lett till att företag måste inse vikten av att tillfredställa varje enskild kund. Det är viktigt att varje enskild kund erhåller den uppmärksamhet som krävs och att kundens behov tillgodoses snabbt och felfritt. Det primära för en effektiv kundsupport är att ge snabba svar och lösningar för att uppnå kundnöjdhet. Det här examensarbetet syftar till att undersöka hur support- och ärendehanteringsprocessen kan förbättras för mindre mjukvaruföretag med kundsupport. Examensarbetet behandlar fyra frågeställningar: hur bör supportprocessen utformas i ett mindre mjukvaruföretag, vilka viktiga aspekter ska beaktas i supporthanteringsprocessen, betydelsen av ett ärendehanteringssystem samt kundens roll i supporthanteringsprocessen.   Fallföretaget för det här examensarbetet har varit Medius i Linköping som är en leverantör av processrelaterat IT-stöd. Intervjuer har genomförts med såväl anställda på Medius som kunder till Medius. Examensarbetet har resulterat i ett ramverk samt en rekommendation för hur effektiv kundsupport ska hanteras i ett mindre mjukvaruföretag. För att kundsupporten i ett mindre mjukvaruföretag ska fungera effektivt krävs att kunden vet hur kundsupporten ska kontaktas och vilken information som ska tillhandahållas. Det ska vara möjligt för kunden att kontakta kundsupporten via flera olika kommunikationskanaler. Kundsupporten ska i sin tur fungera effektivt internt. Det är viktigt att prioritera, eskalera och dokumentera ärenden på ett korrekt sätt. Mellan kundsupporten och kunden ska det finnas en tillfredställande kommunikation med regelbunden återkoppling. I slutändan är det viktigt att regelbundet mäta och utvärdera kundsupportens servicenivåer för att kunna upprätthålla en effektiv kundsupport. För att kundsupporten ska kunna fungera effektiv internt krävs ett ärendehanteringssystem som stödjer verksamheten. Ett ärendehanteringssystems behövs för att kunna lösa problem snabbare och för att ge supporten en överblick över verksamheten. Ärendehanteringssystemet fungerar också som en kunskapsdatabas med relevant information. Det här examensarbetet har kombinerat befintliga ramverk och teorier kring kundsupport. Detta har kompletterats med intervjuer för att anpassa ramverket till det mindre mjukvaruföretaget. Genom att använda författarnas ramverk och rekommendationer kommer en effektiv kundsupport att erhållas.