The Critical Role of Information Technology Service Management Using ITIL Best Practices to Improve Business Management

Abstract

The ITIL is a well-known and internationally recognized Information Technology Infrastructure Library. A study was conducted to ascertain the role of Information Technology Service Management in business processes and to understand its impact on business results, success, and competitiveness on the example of ITIL. The importance of ITIL, the key processes and activities essential for its effective implementation from the perpective of Georgian organizations is discussed. As part of this project, research was done to determine the benefits and obstacles of implementing ITIL processes across different organizational divisions. The activities of the first phase create the foundation for a more thorough exploration and detailed examination of the problem.