The aim of this thesis is focused on service delivery reports at DHL IT Services, primarilly analyzing the current status of available service delivery reports, then designing a new optimized solution, and is presented in both a theoretical and practical sense. Theoretical sections consists of three topics related to report design. Topic one describes managing reports (creation, distribution, change requests, etc.), topic two focuses on identifying service delivery areas within the ITIL framework, by explaining which metrics should be used to measure service delivery. Topic free is devoted to best-practices of visual presentation. Practical sections describe the current solution for measuring service delivery within DHL IT Services, and is analyzed in all three of the above mentioned topics. A streamlined solution design is presented based on personal findings in analysis and information gathered. The main benefits of this thesis is twofold: An analysis of the current solution, and designing a proposed solution for use within the compnay. Benefits for a wider audience, relating to key aspects of service delivery report creation, is found within the teoretical sections of this thesis.
| Identifer | oai:union.ndltd.org:nusl.cz/oai:invenio.nusl.cz:165142 |
| Date | January 2012 |
| Creators | Kryštovský, Ladislav |
| Contributors | Novotný, Ota, Pour, Jan |
| 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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