An Approach of ICT Incident Management Based on ITIL 4 Methodology Recommendations.

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]