Implementation of the processes in company

For my diploma thesis theme I have chosen: Implementation of the processes in company. The reason is, that in 2010 I have joined this company as an system administrator into a small team. Our company is German company with the main focus on the hardware and software in ATM, POS and all different kind of payment methods. As the market was getting more full with the hardware and to sell new ATM machine or a POS device was not more often than once per five years, the company has realized, that if they want to keep growing, they have to focus as well on the services. The aim was to sell with the software and hardware as well as a managed service attached to this contract. This would mean, that our company would have some link to the customer and could offer for them more and more standardized or tailored solutions. In the beginning it was more of a garage type of solutions and the services provided were done in a way, that the team was small and the customers and service delivery managers knew the team, who provided the service. When the service was not working, it often came via email and through escalation from customer. With the time the business grew and so the amount of the issues and incidents. The management has recognized, that it can not be handled this way anymore and therefore the Prague department was established to setup the processes like incident, problem, change management as well as with the time other. The framework, which was chosen was ITIL. In this thesis I would like to focus on the way, which was started and is still continuing, of a way, how the processes were established, what were the difficulties and how we have over the years progressed. In the end I will summarize, how far we have come during this five years and from which maturity level we grew into which maturity level