Use of Frameworks, Norms and Standards in Information Technology Service Management

Diana BEDNARČÍKOVÁ

https://doi.org/10.53465/EDAMBA.2022.9788022550420.27-38

 

Abstract: Information Technology Service Management (ITSM) can be defined as the implementation, management and provision of quality information technology services that meet the needs of the enterprise to support business goals and customer needs in the area of IT operations. ITSM is an important factor in the success of many organizations and for this reason a large number of norms, standards, frameworks and models have been created (ITIL, COBIT, ISO/IEC 20000, ETOM, TOGAF, MOF and others) through which the company can use best practices and management practices information technology services. The most widely used standard is ITIL, which in its current version is aligned with the digital technologies of the digital era, so that together with consumers they create value, support business strategy and embrace digital transformation. The aim of the scientific article is to map the use of conceptual frameworks, norms and standards in the field of information technology service management. Business entities should use frameworks, standards and norms to be competitive, efficient and more profitable.

Keywords: IT Service Management, ITSM, ITIL

JEL classification: M15

Fulltext: PDF

Online publication date: 3 March 2023

ISBN: 978-80-225-5042-0

Publisher: University of Economics in Bratislava

Pages: 27-38

 

To cite this proceedings paper (STN ISO 690 and 690-2):

BEDNARČÍKOVÁ, D. 2023. Use of frameworks, norms and standards in Information Technology Service Management. In LÜLEYOVÁ, A. (ed.). EDAMBA 2022: Conference Proceedings. Bratislava: University of Economics in Bratislava, 2023. ISBN 978-80-225-5042-0, pp. 27-38. https://doi.org/10.53465/EDAMBA.2022.9788022550420.27-38