Implementing ITIL Service Request and Automated Fulfilment Workflow in IBM SmartCloud Control Desk

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Supervisor:
Dr. Martinek Péter
Department of Electronics Technology

Nowadays, the numbers of those companies, who do not have dedicated IT department have been reduced, because they use the IT equipment, systems and services widely. The Information Technology Infrastructure Library (ITIL) is a set of practices for IT operations and for the continual service improvement.

In my thesis, I shortly present the ITIL, and show the service operations in more details.

The aim of understanding the processes was to develop ITIL conform processes in the IBM’s self-developed service management system.

For these reasons, I presented the IBM SmartCloud Control Desk, and made a short comparison with three other service management systems.

First, I created the logical processes with a process management tool and after that I implemented it in the IBM SCCD. I developed two processes: one for the service requests, and one for the incidents managements.

In my thesis, I presented the cost-cutting, and revenue-increasing effects, that are expected after the introduction of a service management tool, and showed the differences of the IT system introduction process compared to other, non-IT-related projects.

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