Main focus of this thesis is creating workaround for ITIL processes in service desk systems. As a objective with highest priority was to choose service desk systems, then create interface which can make possible communication between service boards and selected processes. I described also in generally meaning ITIL library, common service desk functions and important ITIL processes. Management of incidents, problems, changes and configurations is based on a set of processes, which are able to manipulate with interface. Web services are main tool of implemented API for working with these processes. In conclusion are also presented several scenarios to demonstrate communication between clients and service across the board created interface.
| Identifer | oai:union.ndltd.org:nusl.cz/oai:invenio.nusl.cz:255358 |
| Date | January 2016 |
| Creators | Širůček, Pavel |
| Contributors | Křivka, Zbyněk, Rychlý, Marek |
| Publisher | Vysoké učení technické v Brně. Fakulta informačních technologií |
| Source Sets | Czech ETDs |
| Language | Czech |
| Detected Language | English |
| Type | info:eu-repo/semantics/masterThesis |
| Rights | info:eu-repo/semantics/restrictedAccess |
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