Authors : Tleuberdiyeva Gulnara, Naizabayeva Lyazat, M.Z. Arslanov and Zh. Orazbekov
Abstract: In the study, researchers are trying to find a way to minimize the costs of IT-department and make the research more efficient. For that purpose ITIL methodology were used. In general, ITIL methodology can be applied to any entity regardless of its size, type and industry. Thus, processes have been automated in the company LLP “Delta-K”. In of the economic crisis, there is now a growing interest in the implementation of processes in accordance with the methodology of ITIL and ITSM. To implement the project, the following processes have been selected: incident management process, configuration items management, change management process, user interaction and problem management processes. At this stage, processes were selected because they are the most necessary processes for the IT department. ITIL may be very useful, however, it is not a ready-to-use methodology, it does not have detailed process maps, does not provide (and cannot provide actually) any working instructions. Instead, ITIL focuses on the best practices that can be applied in different areas depending on the needs of the organization. It provides a framework for streamlining the methods already used in the company. That is why, each project of ITIL recommendations implementation is unique and has its own novelty as it applies to a unique organization. The results achieved allows IT department of the organization to provide timely support for service requests and new business initiatives: implement changes and maintain the stability of the current research as well as reduce the risks associated with them. In addition, availability of the documents that describes the work management processes, performance indicators for the processes helps to ensure that the services are delivered on best-practice basis. The methodology developed assumes continual improvement of the services. The study once again shows that the modernization of IT structures in accordance with ITIL guidelines ensures the stability of IT services in modern conditions of strict control of investments in IT from the point of rapidly developing businesses. As a result of the implemented measures, it becomes possible to make adjustments in strategic goals of the enterprise, to strengthen interaction between the enterprise as a whole and IT departments. Moreover, it gives the opportunity to form a progressive corporate culture of the company.
Tleuberdiyeva Gulnara, Naizabayeva Lyazat, M.Z. Arslanov and Zh. Orazbekov, 2015. Improvement of Company’s Performance Through Information Technology Infrastructure Library (ITIL) Methodology. The Social Sciences, 10: 1544-1551.