Currently, operation of companies is entirely dependent on information and communication technologies (ICT) which are used across all indfustries. There are bigger demands that are placed on the management of individual assets, while software is the most problematic from this perspective. It is necessary for companies to pay sufficient attention to this issue, because there is a high risk of financial penalties in case of its failure. The first objective of this thesis is to provide basic characteristics of Software Asset Management (SAM) belonging to Information Technology Infrastructure Library (ITIL), which is one of the few adressing this area in an entirely way. This objective is default condition for achieving the second objective, where will be analyzed specific case of software asset management in the banking sector. On the basis of the analysis will be accepted proposals for implemention of best practises of SAM. The third objective is enrichment of previous proposals by parts of request for proposal, which are focused on detailed specification of the required functionality of software tools according to SAM. The all tasks will be achieved through the study of relevant sources and through techniques that help with analysis and definition of the future state. The benefits of thesis are in to identification of gaps within software asset management, which obtained through employee survey. The second contribution is to propose changes in the form of specific steps that should help to bring more efficiency to the current state. The last contribution is to summarise new pieces of knowledge, which are extending this issue by information focused on large organisations.

The final thesis focuses on the issue of measuring efficiency in the delivery of information and communication services in one of the multinational banking institutions operating within Czech market, particularly in the context of its information technology department. Measuring of the effectiveness is demonstrated on built Business Intelligence (BI) solution. The main goal of this work is therefore the development and implementation of BI solution that provides automated reporting to measure the effectiveness of mentioned department. The thesis is divided into two parts -- theoretical and practical. Theoretical part focuses on BI basics, efficiency measurement models, ITIL and issue of SLA. In the practical part there is development of BI solution described with the entire application life cycle demonstration. Benefit of the final thesis is mainly in the deployment of BI product in real company. For of a wider audience is the key benefit contained especially in the theoretical part where the basic information of BI and performance measurement possibilities can be found.

The Diploma Thesis is dealing with questions of investment decision-making in the area of IT and can be a complete guidance on the basic concepts of decision-making on the investment projects, methods of financial evaluation of such projects and the ways of its application in the sphere of IT. It is mainly aimed on the projects dealing with internal processes in IT organizations and optimalization of its management – IT Service Management (ITSM). The paper deals with existing methodologies and standards applicable to IT Service Management and closely works with the latest library of best practices ITIL V3. The introduction gets the reader into the basics of the IT management, introduces the existent market standards and creates a liaison between the IT and business in questions of investments. The second part pays attention to the principles of ITSM and describes the benefits that can process optimalization bring to the company. The third chapter opens up the IT investment topic and introduces various methodological concepts and models used not only in the classical financial theory, but in the modern management practice as well. It offers a basic overview on the methods of investment project evaluation, e.g. Net Present Value (NPV), The Payback Period Method, The Internal Rate of Return (IRR), The Profitability Index, and the most popular one – Return on Investment (ROI). The following chapter applies the measure of Return on Investment (ROI) to the projects of ITSM implementation according to ITIL. It shows the basic principles of the method usage, describes its main components and introduces the way of identification and evaluation of the benefits, which those projects bring to the business. Gained knowledge is based on the real practical examples – several worked-out business cases created for the customers of the Hewlett-Packard Company. The last part of this chapter shortly describes several software tools for building the similar business cases and their own methodology. The last chapter in devoted to the situation on the local and world market and addresses the practical application of the methods of IT projects evaluation in the companies. The conclusion then summarizes important parts and key elements of the paper.

The goal of my master's theses was to analyze the requirements of the ITIL framework for a service desk implementation, identify specifics of SME companies and to try to scale down the ITIL implementation of a service desk to the size applicable to SME. In my practical part I'd like devise a functional model of the ITIL compliant service desk featuring Incident, Request, Change, and Problem Management processes based on the Atlassian Jira sotware. After completing the theasis I will answer a question - if it is possible to use ITIL in the SME segment.

This thesis deals with metrics of IT management. The main goal of the thesis is to design a web application for assessing the quality of IT service management. The resulting application will determine the aforementioned quality based on the specified criteria and values. In the first part of the thesis, there are elaborated current methodologies, which are focused on quality assessment of IT administration and management. These methodologies also include metrics to assess this quality. In the third chapter, the quality assessment process is processed using the IT Quality Index. The fourth and fifth chapter describes the design and implementation of the web application itself. Validation of application results is processed in the fifth chapter. The created application is deployed on the server and used to assess IT quality. In the last chapter of this work is described practical use of work results and possible extensions of the web application.

This essay deal with implementation of the Incident management as one of the possible means to minimize risks and losses arising from failures in the organization’s infrastructure and inaccessibility of their "business-critical" applications. It focuses primarily on the organization focused on electronic commerce.

In der Arbeit wird der Entwurf und die Realisierung einer Configuration Management Database für den Service Desk der SLUB Dresden betrachtet. Es wird auf Grundlage von ITIL und den Anforderungen der SLUB ein Konzept zum Aufbau und zur Strukturierung der dabei relevanten Daten vorgestellt. Für den Import der Daten wird ein automatisiertes System geschaffen, das Daten aus verschiedenen Quellen mit der Configuration Management Database in regelmäßigen Abständen abgleicht. Der Service Desk erhält dadurch einen zentralen Zugriff auf Daten zu physikalischen Geräten sowie virtuellen Maschinen und kann diese in die Arbeitsprozesse integrieren. Zusätzlich wird das System durch den scriptbasierten Import von Verlinkungen zwischen virtuellen und physikalischen Servern und Ergebnissen aus der Geräte- und Netzwerküberwachung ergänzt. Schließlich wird betrachtet, welche weiteren Entwicklungsschritte auf Grundlage der vorgenommenen Änderungen möglich worden und welche Aspekte bei der Umsetzung dieser Schritte eine Rolle spielen.

企業應隨著資訊科技進步，必須跟上資訊科技改變服務策略的趨勢，更要知道如何善用資訊科技，成為自身的優勢，才能在一波波新的科技浪潮中免於被吞噬的命運。 本研究對於資訊治理相關ITIL與ISO/IEC 20000進行相關文獻的探討蒐集，歸納過去研究的重點，並對於ISO於2011年發行新版ISO/IEC 20000:2011驗證，企業或組織面臨版本轉換的考驗做一探討，整理企業應透過哪些步驟修改才能夠符合改版後的ISO/IEC 20000:2011。 研究透過相關文獻與統計資料了解目前ITIL與ISO/IEC 20000的現況與台灣企業目前通過驗證的狀況，對於其版本差異進行分析研究，提出企業轉版規劃建議，並以實際個案公司(證券業)為例，對於如何調整規劃以轉換至2011版本提供一個具體可行方案。 企業從ISO/IEC 20000:2005轉換到ISO/IEC 20000:2011，因為已有舊版導入經驗，所以取得新版驗證不算困難，但是取得ISO/IEC 20000:2011驗證的組織，並非一定能讓資訊服務與業務策略緊密結合，因為ISO/IEC 20000:2011新版條文，對於服務策略部分，並沒有ITIL V3的策略發想、服務組合管理及需求管理等服務策略管理流程要求。 通過 ISO/IEC 20000:2011，必須先建立ITIL V3與ISO/IEC 20000:2011對應的管理流程，再以ISO/IEC 20000:2011為檢核方式作為組織提供資訊服務的能力與效度之驗證，最後參考ITIL V3新增的管理流程及資訊功能，補強ISO/IEC:20000:2011不足之處，才能夠由業務策略出發結合服務流程運用資訊科技提昇組織整體對外競爭力。 由於資訊科技日新月異，建議已經通過ISO/IEC 20000:2011的組織，應隨時關注ITIL版本更新，參考新增的部分強化管理流程，以彌補資訊科技演進快速，管理跟不上腳步的困境；企業不應只以取得 ISO/IEC 20000:2011驗證自滿，對於新資訊科技改變服務流程也應建立管理評估標準，以PDCA的方法論持續改善，達到真正資訊治理的目標。 / It is necessary for corporations to follow the progress of information technology, to catch up with the changing trends service strategies, and to transform the information technology to become their advantages so that they will be saved from the fate of being devoured by the continuous new waves of technology. This research includes providing literature review with respect to information governance targeting on Information Technology Infrastructure Library (ITIL) and ISO/IEC 20000, summarizing previous research works, studying the challenges that the corporations or organizations facing when moving to the new edition of ISO/IEC 20000:2011, and analyzing the steps that the corporations should take in order to be certified under the new edition. This research surveys the current conditions of the certified companies in Taiwan under ITIL and ISO/IEC 20000 based on related literatures and statistical data. The research further analyzes the differences between editions and proposes a moving plan to the new edition. The moving plan is illustrated in a case study in securities industry with a tangible and executable solution of adjustment planning. It is not difficult for corporations to move from ISO/IEC 20000:2005 to ISO/IEC 20000:2011 because of the experiences of introducing prior edition into the organizations. However, for organizations that pass the certification of ISO/IEC 20000:2011, it is not always the case to integrate information services and business model tightly. The problem occurs because there are no specific requirements documented in the new edition regarding service strategy management processes such as strategy generation, service portfolio management, and demand management specified in ITIL V3. In order to be certified by ISO/IEC 20000:2011, the corporations first have to establish corresponding management processes between ITIL V3 and ISO/IEC 20000:2011. Secondly, the corporations have to verify the capability and effectiveness of providing information services within the organizations by using the ISO/IEC 20000:2011 as an auditing tool. Lastly, the corporations have to reinforce the missing part of the ISO/IEC 20000:2011 by considering the newly added management process and information functions in ITIL V3 and integrate service process from business model. Thus can promote competitive strength across the organizations This research suggests that in order to catch up the fast pace of the technology evolution and to manage the situation of falling behind, the certified organizations should pay attention to the updates of ITIL, and consider the new additions to strengthen management processes. The corporations should not be only satisfied on passing the certification of ISO/IEC 20000:2011 but also to establish management evaluation standards for the changing service processes caused by new information technology. The corporations also should keep improving according to the PDCA methodology in order to reach the goal of real IT governance.

Submitted by Tatiana Lima (tatianasl@ufba.br) on 2017-02-07T18:17:08Z No. of bitstreams: 1 Araújo, Anderson Igor Ferreira.pdf: 2868755 bytes, checksum: 2f1862dd8b570e138322fe8915aff0ed (MD5) / Approved for entry into archive by Tatiana Lima (tatianasl@ufba.br) on 2017-02-07T18:28:18Z (GMT) No. of bitstreams: 1 Araújo, Anderson Igor Ferreira.pdf: 2868755 bytes, checksum: 2f1862dd8b570e138322fe8915aff0ed (MD5) / Made available in DSpace on 2017-02-07T18:28:18Z (GMT). No. of bitstreams: 1 Araújo, Anderson Igor Ferreira.pdf: 2868755 bytes, checksum: 2f1862dd8b570e138322fe8915aff0ed (MD5) / Verifica-se, cada vez mais, a dependência das organizações públicas em relação aos serviços de Tecnologia da Informação para satisfazer seus objetivos corporativos e atender às necessi-dades estratégicas. Desta forma, o presente estudo foi motivado pela necessidade da Secreta-ria de Tecnologia da Informação da Universidade Federal do Vale do São Francisco de pro-mover o uso adequado dos recursos de Tecnologia da Informação e a melhoria da qualidade dos serviços de Tecnologia da Informação entregues ao seu público alvo por meio de proces-sos de gestão estruturados. Objetivou-se, portanto, avaliar os níveis de maturidade dos proces-sos de gestão de serviços de Tecnologia da Informação dessa universidade e propor interven-ções de modo que as boas práticas do ITIL pudessem ser implantadas. Tratou-se de uma pes-quisa qualitativa de natureza exploratória, na qual elegeu-se o método de estudo de caso. Fo-ram recolhidas informações por meio de pesquisa documental, questionários e observações visando à triangulação dos dados. A metodologia utilizada teve como base a biblioteca ITIL, a partir da qual foram selecionados cinco processos: Gerenciamento de Configuração e de Ati-vo de Serviço; Gerenciamento de Mudança; Gerenciamento de Liberação e Implantação; Ge-renciamento de Incidente e Gerenciamento de Problema, os quais se submeteram ao Modelo de Maturidade PMF. Os cinco processos avaliados foram qualificados no estágio Inicial ou Ad Hoc de maturidade, onde o processo é reconhecido, contudo existe pouca ou nenhuma atividade dentro da sua finalidade. Além disso, não é beneficiado com alocação de recursos nem orçamento. Desta forma, foi possível identificar problemas e/ou oportunidades de melho-rias. Por fim, foi elaborado um plano de ação no intuito de elevar o nível de maturidade desses processos. / There is, increasingly, dependence of public organizations in relation to Information Technology services to satisfy their corporate aims and strategic needs. Therefore, this study was motivated by necessity of Information Technology Secretariat of the Universidade Feder-al do Vale do São Francisco to promote the appropriate use of information technology re-sources and improving quality of information technology services provided to its public through structured management processes. The objective is, measure the maturity level of information technology service management processes of this university and propose inter-ventions to apply ITIL practices. It was a qualitative research of exploratory nature, where has chosen the method of case study. Information was collected through research, questionnaires and observations aimed data triangulation. The methodology used was based on ITIL library, where it was selected five processes: Service Asset and Configuration Management; Change Management; Release and Deployment Management; Incident Management and Problem Management, which they underwent to PMF Maturity Model. The five cases were qualified in the initial stage of maturity, where the process is recognized, however there is a little or nor activity within its purpose. Moreover, it is not benefited from allocating resources or budget. Thus, it was possible to identify problems and / or opportunities for improvement. Finally, it designed a action plan in order to raise the level of maturity of these processes.

Idag på Höglandets IT (HIT) har de inga standarder eller rutiner för att dokumentera sin nätverks- och systemmiljö. Därför är syftet och målet med arbetet att undersöka och ta fram rutiner för hur HIT ska dokumentera sin nätverks- och systemmiljö utifrån ITIL samt utvärdera två ITSM/CMDB-program som kan användas till detta. Undersökningen har genomförts med hjälp av intervjuer från anställda på HIT och egna utvärderingar av ITSM/CMDB-program. Resultatet som kom fram från intervjuerna var att respondenterna bland annat saknade att kunna se enheter och systems relationer, att nuvarande dokumentation är i blandad kvalité och att det är rörigt bland dokumentationen och svårt att hitta dokumentationen. Den dokumentation och de funktioner respondenterna ville ha var: att kunna se relationer, dokumentation på förändringar, lösningsbeskrivningar, systemdokumentationer, supportärenden kopplade till enheter, sökfunktion, gemensam plats att spara dokumentationen på och att kunna automatisera viss del av dokumentationen. Det framkom också att den mängd tid respondenterna skulle kunna tänka sig att lägga på att dokumentera var 10 % av arbetstiden. Jämförelsen mellan ITSM/CMDB-programmen iTop och Freshservice var jämn och både programmen hade liknande funktioner. En av de stora skillnaderna mellan dem är att iTop är gratis medan Freshservice har en månadsavgift på $49-$79/användare. Båda programmen har olika automationsfunktioner och iTop har enligt mig bättre funktioner för att kunna automatisera viss del av dokumentationen. Slutsatsen är att använda iTop och dokumentera bland annat relationer, lösningsförslag, förändringar, systemdokumentationer och sedan automatisera mer detaljerad information som IP och RAM. / Today at Höglandets IT (HIT) there are no standards or routines for documenting their network- and system environment. Therefore, the purpose and goal of this work is to investigate and develop routines for how HIT will document their network- and system environment based on ITIL, and evaluate two ITSM/CMDB-software that can be used for this. The study has been carried out using interviews from employees from HIT and own evaluations of ITSM/CMDB-software. The results from the interviews was that the respondents lacked the ability to see relationships between devices and systems, that the quality of the current documentation is mixed and that it is messy along the documentation and difficult to find the documentation. The documentation and features the respondents wanted where: to be able to see relationships, documentation of changes, solution descriptions, system documentation, support tickets connected to devices, search function, mutual location to save the documentation and to automate certain parts of the documentation. It was also found that the amount of time respondents could think of documenting was 10 % of their worktime. The comparison between ITSM/CMDB-software iTop and Freshservice was even and both the software had similar features. One of the big differences between them is that iTop is free, while Freshservice has a monthly fee of $49-79/user. Both software have various automation features but I think iTop has better features to automate some of the documentation. The conclusion is to use iTop and document for instance relationships, solution document, changes, system documentation and then automate more detailed information such as IP and RAM.