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Řízení interního service desku ve středních a velkých společnostech / Manage of internal Service desk in medium and large companies

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.

Identiferoai:union.ndltd.org:nusl.cz/oai:invenio.nusl.cz:201697
Date January 2014
CreatorsLabant, Patrik
ContributorsPour, Jan, Růžička, Bohuslav
PublisherVysoká škola ekonomická v Praze
Source SetsCzech ETDs
LanguageCzech
Detected LanguageEnglish
Typeinfo:eu-repo/semantics/masterThesis
Rightsinfo:eu-repo/semantics/restrictedAccess

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