Comparison of Information Technology Service Management (ITSM) Practices in e-Infrastructures, Libraries, Public Administration and the Private Sector

The paper examines ITSM (IT Service Management) which is based on the internationally accepted ITIL standard (IT Infrastructure Library). Within the domain of ITSM special attention is given to constant improvements in IS/IT services. The aim of the paper is to identify and characterise ITSM metrics and metrics models among which ITSM Maturity Models play an important role. Standard methods of scientific work such as analysis, synthesis, comparison and selection are used for the paper. The main findings are based on the analysis of literature proving the importance of effective IS/IT service management in supporting the business goals of enterprises and organisations. Several authors criticised the extent and detailed character of ITIL.They suggested solving the problems of SME sector by simplifying the processes of ITSM implementation. This is closely related to the proposed system of ITSM metrics and metrics models. The paper provides a detailed elaboration of complex metrics models together with a derived, reduced model with 8 main metrics and other often used tools for IS/IT services measurement, namely ITSM Maturity Models. They are applicable for both a diagnosis of the level of IS/IT services in the companies and eventual correction of plans and for benchmarking the enterprises within their specific branch.

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Approaches to ITSM level measurement and evaluation

Hamranova

Kokles

Hrivíková

2020

SHS Web Conf.

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Current Trends in Digital Transformation of Public Administration

Pasenko¹

2022

Scientific Bulletin of Mukachevo State University Series “Economics”

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The digitalisation of public administration is a process aimed at improving access to goods and services. The demand for facilitating access to services, in particular public services, and boosting the economy, to which the digital transformation can contribute, makes this study relevant. The purpose of this study is to analyse current trends in the digital transformation of public administration and public authorities. The study employed general scientific methods, in particular analysis and synthesis, and comparative methods. Areas for improving the efficiency of decision-making by public authorities through the use of information and communication technologies and digitalisation were considered. It has been substantiated that the intensified use of the latest information technologies in providing various services by public authorities determines the beginning of the formation of its own model of digitalisation of public administration. The digital transformation of public administration is defined as a problem-solving tool for the society that can provide significant savings in public expenditure, benefiting the administration and the citizens, whose daily needs and concerns are placed at the centre of public administration strategies. The impact of digitising services for citizens has been shown to be effective, in particular in facilitating access to and use of services. The necessary conditions for successful digital transformation were identified

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Current trends in digital transformation of public administration

Pasenko

2022

Scientific Bulletin of Mukachevo State University Series “Economics”

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Comparison of Information Technology Service Management (ITSM) Practices in e-Infrastructures, Libraries, Public Administration and the Private Sector

Cited by 4 publications

References 7 publications

Approaches to ITSM level measurement and evaluation

Approaches to ITSM level measurement and evaluation

Current Trends in Digital Transformation of Public Administration

Current trends in digital transformation of public administration

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