| Abstract [eng] |
The master's thesis reviews the possibility of improving the management of information technology services by applying the innovative ITIL v4 methodology. The possibility of applying individual ITIL v4 practices in an educational institution by providing for specific actions and procedures is examined. Incident management was chosen as the main area, since only properly functioning IT infrastructure can create value. Incident management is inseparable from problem management, therefore the possibilities of implementing problem management are also evaluated. The evolution of the ITIL methodology from ITIL v1 to the latest edition of ITIL v4 is reviewed. The latest version of ITIL v4 is released in 2019. It is a fairly new methodology, which is significantly different in its philosophy from the ITIL v3 version. Became much more flexible and versatile, focused on value creation and continuous improvement of services based on feedback. While writing the work, various literature sources were analyzed, the possibilities of gradually implementing ITIL v4 practices were considered. For the analysis of the IT services provided by the educational institution, survey and interview methods were used, as well as a review of the documentation. |
