СЪВРЕМЕННИ ПОДХОДИ ЗА УСЪВЪРШЕНСТВАНЕ НА ИНФОРМАЦИОННОТО ОБСЛУЖВАНЕ
MODERN APPROACHES FOR IMPROVING THE INFORMATION SERVICE

Summary/Abstract: Latest developments in the IT service imply a process of transition from traditional models of managing technologies and resources to a model of managing services. The project deals with issues related to transforming the management of Information services departments into a service management model. A research project for the state of the art of IT service management (ITSM) has been presented. Having identified major issues in terms of implementation and development of ITSM, we have analyzed the findings of our research and proposed solutions to existing problems. Hence, the main thesis of the research is that it is possible to identify a single approach to the improvement of the information service which will be based on the transformation of management of IT services into a service management model (ITSM – IT service management). The object of our research is the IT service within organizations, the focus of attention being on entities which have their own IT service departments. The subject of our research is contemporary approaches for improving the management of information services within organizations. The major objective of the research paper is to analyse the findings of our research of employing ITSM in Bulgarian organizations; review existing best practices and identify the potential of employing that model. As a result of an empirical study and analysis of its results, the main conclusions of the present study are as follows:  modern IT requires a transformation of the way of management and functioning of the information services;  the IT service delivery and management model will lead to cost reductions and increased efficiency and efficiency of not only IT service provision but also of the whole organization;  ITSM is a well-known, recognizable approach for improving IS governance in our country, whose implementation, use and development process has already started and expanded.

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