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.
| Identifer | oai:union.ndltd.org:nusl.cz/oai:invenio.nusl.cz:165282 |
| Date | January 2011 |
| Creators | Semianenka, Yauheni |
| Contributors | Bruckner, Tomáš, Chlapek, Dušan |
| Publisher | Vysoká škola ekonomická v Praze |
| Source Sets | Czech ETDs |
| Language | English |
| Detected Language | English |
| Type | info:eu-repo/semantics/masterThesis |
| Rights | info:eu-repo/semantics/restrictedAccess |
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