Dragana Bečejski-Vujaklija
Fakultet organizacionih nauka
Keywords:
IT service mangment, ITIL, standards, transformation of It organization
Abstract
The paper defines a contemporary concept of IT service management based on standards and best practice. This concept considers transformation of an IT organization in such a way, so it can provide timely delivery of IT service of top quality and acceptable price. The goal of the paper is to demonstrate how an IT organization can devise and plan - with the help of models - its strategic IT transformation from a technical solutions developer to an IT services provider.
