Srovnání metodik zaměřených na řízení ICT procesů s důrazem na ITIL

The subject of this thesis is a detailed description of the methodics and the sets of best practices for the information processes management and informatics as such, and their comparison as far as history, content, specialization and structure are concerned. The thesis mainly concentrates on a set of the best practices called Information Technology Infrastructure Library (ITIL). Furthermore, the relations between individual methods and between ITIL V2 and V3 are described. In addition, attention is also paid to the possibilities of utilizing these methods in order to attain maximal synergetic effect. The first chapter deals with ITIL. It describes the history of the second version in particular. A separate chapter is devoted to showing the differences between v2 and v3 and mapping of the processes from the second version to the third. This chapter also provides the basic principles of ITIL v3 and a detailed description of individual publications and main processes. The next part deals with ČSN/ISO 20 000, Cobit and ITGPM. A description, advantages of its implementation and the relation to ITIL is provided for each of these documents. Furthermore, the way to obtain the ČNS/ISO 20 000 certification is also described. In the following section, ITIL, Cobit and ČSN/ISO 20 000 are compared in detail. The criteria for the comparison are: type, subject, size of the organization, sector, availability, organization certification, individuals certifications, linkage to other methods, extent, concept of the life cycle, processes description, weak and strong spots. The practical part of the thesis deals particularly with the service catalogue optimalization and creation of the SLA prototype for the IT department of radio Free Europe. The practical part is the biggest contribution of this thesis.