Authors
Zaramenskikh E.
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Degree
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PhD in Technique, Professor, National Research University Higher School of Economics (HSE) |
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E-mail
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ezaramenskih@hse.ru |
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Location
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Moscow |
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Articles
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ITSM approach application in IT infrastructure management of a network of multifunctional complexes of roadside serviceThe goal of this article is to investigate an approach to the organization of IT infrastructure management
for a network of multifunctional complexes of roadside service on the basis of IT Service Management
(ITSM) best practices. IT Service Management refers to the implementation and management
of quality information technology services. The network of multifunctional roadside complexes
has a very complex IT infrastructure consisting of a large number of different components. Moreover,
the company is planning to actively use IT outsourcing. Business continuity significantly depends on
the quality of provided IT services, the availability and reliability of IT infrastructure.
Firstly, the problems that the network of multifunctional complexes of roadside service faces due
to the lack of proper IT infrastructure management and maintenance are identified. Then a system
of management processes is developed using ITSM best practices and in compliance with the business
goals and the role of IT in the network of multifunctional complexes of roadside service. A combination
of several methodologies and techniques was used: COBIT 5 framework for information
technology management and governance, The Information Technology Infrastructure Library (ITIL
v. 3) — a set of practices for IT service management, and the first international standard for IT service
management — ISO/IEC 20 000.
The capability of the proposed solution to address the identified problems and to mitigate risk is
justified.
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