This thesis is focused on managing the internal Service desk in medium and large companies. In the theoretical part is firstly defined what it's ICT service and how it is managed. It is followed by a characteristics of theoretical Framework ITIL, which deals with ICT services management. Then, a further theoretical framework COBIT is characterized, which also deals with the management of services, and these two frameworks are compared. The practical part consists of case study. A case study is based on analysis and evaluation of the current status of internally provided service Service desk at ALS Czech Republic. The analysis and evaluation is based on the knowledge and information contained in the theoretical part. The outcome of this work is general guidance for management of internally provided service Service desk in medium and large companies.
| Identifer | oai:union.ndltd.org:nusl.cz/oai:invenio.nusl.cz:201697 |
| Date | January 2014 |
| Creators | Labant, Patrik |
| Contributors | Pour, Jan, Růžička, Bohuslav |
| Publisher | Vysoká škola ekonomická v Praze |
| 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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