BUSINESS INFORM №4-2018

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Section: Information Technologies in the Economy
UDC 330.44
Vasyliv V. B.
The Practical Approaches to the Formation of the Service of Technical Support of the Information System of University (p. 371 - 377)
The article is aimed at analyzing features of technical support of information systems of university, developing models of its improvement on the basis of application of the ITSM concept, and evaluation of practical implementation efficiency. In terms of universities it is substantiated to establish a «client-service provider» relation between the users of the information system of the university and the IT department. Such relations are proposed to be built according to the international standards ITSM and ITIL. The evolution of approaches to the IT services management is considered. It is recommended to introduce Service Desk in the universities. Also it is proposed to build comprehensive support systems in the universities. Benchmarks and performance indicators have been developed to measure the performance of the technical support process. The analysis of advantages and differences in the work of service of technical support, built on the ITSM standards, in comparison with traditional approaches, is provided.
Keywords: educational institution, information system, ITIL Library, ITSM, service approach, IT service, Service Desk.
Fig.: 1. Tabl.: 2. Bibl.: 10.

Vasyliv Volodymyr B. – Candidate of Sciences (Engineering), Associate Professor, Associate Professor, Department of Computer Technologies and Economic Cybernetics, National University of Water and Environmental Engineering (11 Soborna Str., Rivne, 33028, Ukraine)
Email: [email protected]

Article is written in Ukrainian
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Reference to this article:
Vasyliv, Volodymyr B. (2018) “The Practical Approaches to the Formation of the Service of Technical Support of the Information System of University.” Business Inform 4:371–377.

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