Search

The main goal of this research is to develop an approach for management of incidents of IT infrastructure library following the recommendations of the ITIL 4 methodology. This approach is provided for solving of ICT incidents more efficiently in an educational institution, focusing on the value creation of ICT services and their maintenance. When ICT infrastructure disruptions occur, ways and appropriate measures must be found to deal with incident management issues. The methods of recognition of the ICT incidents are included in decision support subsystem by applying classification and prioritization methods. The issues of choosing the right software in order to more effectively automate the management are proposed by analysing the process of solving emerging ICT infrastructure incidents. Functional capabilities of Spiceworks Help Desk software are explored to help in registration and management of the incident resolution cases caused by ICT disruptions. The article examines ITIL incident management practices and methods of solving ICT incidents in an educational institution, which become one of the most important in ensuring the smooth and uninterrupted work of interoperable systems of education institution. [ABSTRACT FROM AUTHOR]

The services for information communication technology (ICT) infrastructure management (i.e., ICT strategy creation, ICT configuration, ICT incidence management, reengineering) have become an increasingly important and complex processes in nowadays works and as well as in recent educational institutions. The pursuit of the effectiveness of ICT infrastructure management services and the ability to convey information of various profiles in the work of educational institutions requires a wide range of non-homogeneous ICT infrastructure management changes. The article examines the development possibilities of ICT management methodology and service provision tools, which become significant in the work of administration of ICT infrastructure of the educational institution. The application of the proposed methodology ITIL v4 forms a new understanding of value acquired through ICT infrastructure development. An approach of creation of ICT infrastructure and ITIL library was developed and helps in service management processes by having an impact on the training of ICT infrastructure management specialists and the maintaining of the entire ICT infrastructure. An approach includes the inter-operability of using of appropriate computerized, cloud-based systems like National Registers, LITNET online IS, "FreshDesk", etc., which are used for ICT administration processes. The case study under consideration covers the management of the infrastructure of the ICT sector of the secondary education institution, starting with the improvement of the communication network infrastructure, and enabling the specialized development and management of incident management and content delivery tools. The results of ITIL v4 methodology implementation were illustrated by providing the detection and elimination of ICT incidents. The usage of some software packages for automatization of ICT management services as "FreshDesk", LITNET online IS are demonstrated on real working ICT infrastructure of the typical educational institution. [ABSTRACT FROM AUTHOR]

The aim of this article is to present the analysis of of the final thesis preparation process by appling a combination of SERVQUAL and importance-performance analysis. The scores of the parameters of tangibility, accountability, reliability, reliability, assurance and empathy were calculated. The results showed that among the students' expectations and perceptions, empathy has the highest gap across all the metrics and reliability has the lowest gap. Similar results were obtained in both academic years. The importance-performance analysis (IPA) method was used to present and analyse the results obtained. The attributes that need urgent attention as they may lead to customer dissatisfaction were identified. These are that lecturers should treat students equally and with respect and that the faculty should take student feedback into account in improving the processes of preparing and defending theses. [ABSTRACT FROM AUTHOR]