Return to search

Are the principles of ITIL service desk applicable to the environment of SME? / Are the principles of ITIL service desk applicable to the environment of SME?

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.

Identiferoai:union.ndltd.org:nusl.cz/oai:invenio.nusl.cz:165282
Date January 2011
CreatorsSemianenka, Yauheni
ContributorsBruckner, Tomáš, Chlapek, Dušan
PublisherVysoká škola ekonomická v Praze
Source SetsCzech ETDs
LanguageEnglish
Detected LanguageEnglish
Typeinfo:eu-repo/semantics/masterThesis
Rightsinfo:eu-repo/semantics/restrictedAccess

Page generated in 0.0012 seconds