engleski

Quality improvement in practice of IT service management

The practice of IT service management is increasingly implemented within the modern business companies. Based on the information and communication tehcnology (ICT), IT services have a great influence on the performance potential of the business processes and provide the business outcomes within the business company. There are different standards to implement IT service management practice such as ITIL (IT Infrastrucure Library) and ISO/IEC 20000. Furthermore, there are different models for the assessment the actual level of the quality of the IT service management practice as well as the guidelines for increasing its quality. The purpose of the paper is to analyze the practice of IT service management according to existing ITIL standard as well as to assess the existing level of IT service management quality within the concrete business company using the Capability Maturity Model Integration for Services (CMMI-SVC). The obtained results of the research will be an useful contribution to managers in the decision making processes related to the implementation of IT service management practice.

IT Service Management practice, ITIL, Assessment of the quality level of IT Service Management practice, CMMI-SVC

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