Nowadays, ITIL represents intensely extended methodology for managing ICT services in the corporate services. This whole methodology contains 26 processes in a total of 5 books covering the life cycle of ICT services. One of the processes is also a problem management which is arranged in the book of Service operation. The goal of this dissertation is to design a complex model for the problem management at Vodafone Czech Republic a.s. In the opening of this thesis, the context of the ICT services in the corporate environment is defined. The following part presents basic information which provides the methodology in general. However, it is obvious that this information is insufficient for the real usage in the corporate environment. By combinig the knowledge gained from the methodology with knowledge about other ICT corporate services and business environment, the model itself has been established. Firstly, the chosen corporation was briefly introduced and the key aspects of ICT services were defined. Secondly, the weaknesses of the current state were identified. These inputs were applied in the design of the model. The first element of the model contains a vision and strategy of problem management. Subsequently, an analysis of the interested parties from the perspective of a problem manager was presented. The tools to support the work of a problem manager were briefly outlined and also the responsibilities of each roles -- what is a problem and what is not -- were determined. This model prevents possible misunderstandings and reduces friction surfaces. The main part of the entire model is the proces itself in which were identified 4 basic phases. For the purpose of information transmission in and out of the process was designed a method of communication and escalation matrix. Draft of the model is enclosed by showing key performance indicators. The last part of this thesis contains a design of database of known errors and a discussion of current challenges in the area of the problem management. The author of this thesis is a problem manager in previously described company and therefore he was able to insert his own recommendation from practise in every model supported by casual explanation.
| Identifer | oai:union.ndltd.org:nusl.cz/oai:invenio.nusl.cz:193586 |
| Date | January 2014 |
| Creators | Drga, Jaroslav |
| Contributors | Bruckner, Tomáš, Vodenka, Marek |
| 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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