Arranging IT processes

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ITIL is a set of best practices in the world, through which it is possible to structurally organize the Help Desk in the organization and to implement all the main processes of information technologies, such as:

  • Incident management
  • Management of information and service requirements
  • Problem management
  • Change control
  • Configuration management
  • Services catalog management
  • Service level agreements management

The scope of the project includes assessing the current state of information technology in the organization and developing the following important components for each process:

  • Separation of roles and responsibilities
  • Creating job descriptions
  • Development of regulatory documents (policy, procedure, manual and other regulatory documents)
  • Develop process RACI spreadsheets
  • Technical implementation of the process
  • Establish key performance indicator ¬†(KPI)
  • Setting up the reporting process
  • Employee awareness training

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