Using ITIL methodology in practice with open-source software tools

Jure Baznik (2011) Using ITIL methodology in practice with open-source software tools. EngD thesis.

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Abstract

In today's world we are facing a trend towards the consolidation of hardware and software equipment. All systems tend to maximize the correlation. This also applies to a system for managing and monitoring services. Good Customer services does not happen "by accident", but are carefully planned in advance. Planning Service is dedicated to improving service strategies, as best service strategy can not be realized without a well-planned Service Provider. Effective service planning organization may lead to greater profits and quality and better cost-effectiveness. Reduce the risk of costly compensation and the mistakes made in planning. It ensures that services will behave as it was originally intended and business facilities bring measurable value. OCS Inventory NG tool allow integration with GLPI ITIL service support. In my diploma thesis I present how to use open source applications to support ITIL methodology in practice. In the second part, I present the applications OCS Inventory NG and GLPI. I developed additional reports to support the needs of our organization. Printed documents can be further exported to different types of PDF documents and XLSX. In the conclusion of the thesis I explain the advantages and improvements of our applications that I have met during its use.

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