Створення каталогу ІТ-послуг університетів на основі стандартів ITIL

Abstract

In today’s information world, the competitiveness of universities is closely related to the effectiveness of the IT services provided. However, the development of IT infrastructure requires maintaining a balance between cost and efficiency of services. An IT service includes information technologies, processes and people. In accordance with ITIL standards, the university’s IT department should move from supporting software, applications, servers and networks to timely providing IT services to end users. The first step to this is to create a catalog of IT services. The purpose of the catalog implementation is to provide a single source of consistent information about all operational services and ensure quick access to them. Unlike foreign universities, domestic higher education institutions do not practice a systematic description of IT services and their presentation through the IT catalog. Direct transfer of management models of foreign universities to the Ukrainian educational environment appears impractical. The publication proposes a three-level catalog model, describes the categories of services that can be provided by Ukrainian universities, and defines the attributes of the IT service description template. The attributes of the description include: name, type of services, brief description, business owner, priority, service owner, consumers, request order, SLA, support system, status/phase. From the moment the IT service catalog is fully formed, its periodic monitoring begins according to the following criteria: SLA validity, correctness of provision of IT services, etc. The publication considers the formation of a catalog by stakeholders of the University on the example of the National University of Water Management and Environmental Management. In general, the use of the suggested recommendations will provide a description of the IT infrastructure of universities in the form of a set of services, the value of which is understandable to stakeholders and university management, as well as will allow to achieve competitive advantages in the educational services market.