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Regular version of the site

Article

ITSM-подход в управлении ИТ-инфраструктурой сети МПК

Прикладная информатика. 2015. Т. 10. № 5. С. 5-23.
Зараменских Е. П., Коровкина Н. Л., Даник Ю. Э.

The goal of this article is to investigate an approach to the organization of IT infrastructure manage- ment for a network of multifunctional complexes of roadside service on the basis of IT Service Man- agement (ITSM) best practices. IT Service Management refers to the implementation and manage- ment 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 busi- ness goals and the role of IT in the network of multifunctional complexes of roadside service. A com- bination 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 ser- vice management — ISO/IEC 20 000. The capability of the proposed solution to address the identified problems and to mitigate risk is justified.