Master thesis deals with implementation of helpdesk solution provided by Kayako Fusion in medium-sized IT outsourcing company. The first part focus on analysis of existing application in technical department, together with an analysis of management and customers functional requirements. Subsequently, the helpdesk system is designed to fulfill the objectives of analysis. In the last part of the thesis you will find detailed description of procedure for implementation and customization of mentioned helpdesk application. The proposed solution is based partly on provision of IT services (ITIL), especially the area of Incident and Problem management. In conclusion you will find the statement indicating if the implementation of Kayako Fusion fulfilled the expectations of management, meet predetermined requirements and become suitable tool to support and carry out daily business processes.
