Implementation of IT Service Management Solutions in the University Environment Beyond the COVID-19 Pandemic: a SWOT Analysis

Abstract The COVID-19 pandemic has imposed the acceleration of the digital transformation processes of organizations, regardless of the sector of activity. Moreover, currently, achieving sustainability indicators is particularly important, digitalization being an important step to minimize the social and environmental impact of organizations’ activities. Our paper aims to identify the internal and external factors that influence the adoption of an IT Service Management solution during the pandemic in a public university in Romania that is in the process of transition to become a sustainable university.