IT SERVICE MANAGEMENT IN GOVERNMENT BODY USING ITIL RECOMMENDATIONS
Nikola Dukić
Fakultet organizacionih nauka Univerziteta u Beogradu
Slađan Babarogić
Fakultet organizacionih nauka Univerziteta u Beogradu
Keywords:
ITIL, ITSM, Best practice
Abstract
In previous years, IT departments have been observed only as a cost center. However, due to high competition in the market in recent years, adoption management approach focused on customers driven by information technology is no longer a luxury but a real necessity. This has led to several approaches which have recommended best practices for improving the quality of IT services, including ITIL framework. This paper presents a case study of the application of ITIL v3 methodology in one government body and all her advantages.
