| Abstract [eng] |
The Master final thesis analyses the regulations for ITIL installation, approved by State Tax Inspection (STI) under the Ministry of Finance of the Republic of Lithuania in 2007, and corresponding internal rules of this activity, which were the basis for installation of the ITIL process in this state institution. The following installation areas were prioritised: management of incidents (service disturbances), management of long-term problems (reasons of incidents), maintenance of corresponding documentation, management of introduction of new services or changes in the existing services, seeking to optimise main work processes and solve related problems. The impact of the development of information technologies for the management, maintenance and operation of information systems is reviewed. There is a wide variety of different frameworks and initiatives for description, management and control of IT processes in the IT market. All these systems of rules and methods, including the examples of good practice, explain how important it is to carry out IT functions correctly, but each of them analyses the situation in different aspects. The study thoroughly reviews several models (ITIL, RUP, COBIT) and the most suitable method to carry out the practical task of the study is chosen. The study analyses the existing situation, various arising problems and their solution. STI has installed CA DMS system. CA DMS is a product designed for management of servers and computerized working places. Support service is installed at STI – it is a Unicenter Service Desk software. Quality usage metrics were chosen for the analysis of the mistakes of software systems from Service Desk software in order to improve its assistance, facilitate the assessment of works and their productivity and strive to manage their quality. The aim of the study is to analyse the correspondence of information technologies of the institution to ITIL recommendations. The study has been conducted employing the methods of literature review, analysis, synthesis, generalization and comparison. Main recommendation documents ITIL v2 and ITIL v3 were followed as well. IT services were assessed employing ITIL v2 questionnaires. IT service delivery and service maintenance processes were chosen as an object of the study. |
