Development of ICT infrastructure management services for optimization of administration of educational institution activities by using ITIL-v4

Abstract

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.