Разработка системы ключевых показателей для оценки эффективности процессов службы информационных технологий
New technologies that change both business and corporate IT require changes in the ITIL process model to conform with Agile and DevOps models. Both fit basic ITIL principles though they follo spiral rather than a cascade model, traditionally described in ITIL documents. Transition to nes models is a natural direction of ITIL development
The subject of research is the process of E-learning. The purpose of this study is to unify E-learning (process optimization E-learning based on the methodology IT service management - service, process and system approaches and thus meeting the needs of basic stakeholders). Result is a graphic description of the business-process of E-learning, which can be applied in various educational institutions to provide availability and universality their educational programs.
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.
One of the most important indicators of company's success is the increase of its value. The article investigates traditional methods of company's value assessment and the evidence that the application of these methods is incorrect in the new stage of economy. So it is necessary to create a new method of valuation based on the new main sources of company's success that is its intellectual capital.