Review fáze change management procesu a její možnosti automatizace ve společnosti DHL

This diploma thesis is focused on efficiency improvement of Review stage of ITIL Change Management process in the company DHL. An overall aim of this thesis is to suggest general improvements of Change Management process which will result in the increase of efficiency of Review stage. The summary of basic concepts and principles of the ITIL Change Management and DHL Change Management process is described in the theoretical part. The practical part of this thesis starts with the definition of DHL review process and its activities. The analysis of data and identification of constraints, which results in inefficiency of the process, is a subject of fifth chapter. The analysis is carried out in the IT Service Management application called ServiceNow, which serves as documentation and management tool for the DHL Change Management process. Based on the identified problems, the system enhancements on ServiceNow functionalities and internal process requirements are suggested. The last chapter is dedicated to possibility of automation and betterment of current closure approaches via implementation of MS Excel applications. The functionalities of applications are specially developed for simplification and partial automation of current RFC closure methods and can be used as temporary solution to some of the problems, identified by thesis.