1. IT services - basic concepts, link to business activities, business processes, IT governance 2. Operation of services - processes and functions, activities, business relation, organizational issues 3. Event management, request management, incident management, and problem management 4. Access management (basic principles, metrics, critical factors, risks, management, roles and responsibilities) 5. Operations in other processes - change management, release and deployment, asset and configuration management, business continuity management, capacity management, knowledge management, financial management for IT services 6. Key Service Functions (Service Desk, Technical Management, IT Traffic Management, Application Management (Role, Goals, Activities, Arrangements, Metrics, Documentation) 7. IT Infrastructure Operation - common service operations, an overview of information and communication technologies for the operation of information systems, the operation of communication technologies and networks, the operation of data repositories, the virtualization of servers and desktops, the operation of SOA infrastructure, the operation of cloud infrastructure 8. Operation of applications, operation of databases, operation of open-source applications, support of business processes in the information system 9. User Management (identity management, administration of data access rights, single sign-on, user tracking) 10. Operational Security IS (Physical Security - Risks, Measures, Information Security, IS / IT Safety, Personnel Safety, Continuity Management, Compliance)
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kurzy ve výukovém systému EF JU LMS Moodle.
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Bernard, P. IT service management based on ITIL 2011 edition. Zaltbommel: Van Haren Publishing, 2014. ISBN 978-94-018-0017-4.
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Gála, Libor; Pour, Jan; Šedivá, Zuzana. Podniková informatika : počítačové aplikace v podnikové a mezipodnikové praxi. 3., aktualizované vydání. Praha : Grada Publishing, 2015. ISBN 978-80-247-5457-4.
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Říhová, Z. Úvod do IT governance. Praha: Oeconomica, 2018. ISBN 978-80-245-2086-5.
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Šilerová, E. a kol. Informační systémy v podnikové praxi. Praha: Powerprint, 2016. ISBN 978-80-87994-78-8.
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Voříšek, J. a J. Pour. Management podnikové informatiky. Praha: Professional Publishing, 2012. ISBN 978-80-7431-102-4.
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