Information and communication technology unit service management in a non-profit organization using ITIL standards

Abstract

The study subject of this paper is the use of management standards and recommendations in the implementation of ITIL standards and best practices in the management of Information and Communication Technology unit. The conceptual implementation model consists of analysis, observations and implementation of best practices and methodologies in order to develop an integrated system compatible with the needs of an international non-profit organization. The paper elaborates the key aspects of corporate culture combined with the rules and regulations in order to maximize the quality of service, its efficiency and availability. One of the most important services is the management of client support in order to maximize the efficiency of service delivered to clients. This paper also illustrates the practical implementation of the ITIL best practices within the Organization for Security and Co-operation in Europe (OSCE), the Office for Democratic Institutions and Human Rights, using software tools and documented procedures to manage services, infrastructure and resources.