• A
  • A
  • A
  • ABC
  • ABC
  • ABC
  • А
  • А
  • А
  • А
  • А
Regular version of the site

Support service automation based on ITIL standard

Student: Samojlov Vladislav

Supervisor: Alexander N. Vizgunov

Faculty: Faculty of Informatics, Mathematics, and Computer Science (HSE Nizhny Novgorod)

Educational Programme: Bachelor

Year of Graduation: 2014

<div>This thesis is devoted to the organization of the Service Desk based on ITIL standard.&nbsp;</div><div>&nbsp;</div><div>In the first chapter the results of the ITIL library analysis are presented, as well as the benefits that the company can get from its use.&nbsp;</div><div>The second chapter is devoted to the analysis of one of the key elements of ITIL - the organization of the Service Desk system.&nbsp;</div><div>В третьей главе представлено описание функциональных возможностей разработанного ПО, обеспечивающего организацию работы службы Service Desk в соответствии с рекомендациями ITIL на конкретном предприятии.</div><div>The third chapter describes the functionality of the developed software, which provides the organization of the Service Desk system on a particular enterprise&nbsp;in accordance with ITIL recommendations.</div><div>&nbsp;</div><div>This thesis consists of 53 pages, including introduction, three chapters described above, conclusion and&nbsp;bibliography.</div>

Student Theses at HSE must be completed in accordance with the University Rules and regulations specified by each educational programme.

Summaries of all theses must be published and made freely available on the HSE website.

The full text of a thesis can be published in open access on the HSE website only if the authoring student (copyright holder) agrees, or, if the thesis was written by a team of students, if all the co-authors (copyright holders) agree. After a thesis is published on the HSE website, it obtains the status of an online publication.

Student theses are objects of copyright and their use is subject to limitations in accordance with the Russian Federation’s law on intellectual property.

In the event that a thesis is quoted or otherwise used, reference to the author’s name and the source of quotation is required.

Search all student theses