CATALOG OF IT SERVICES - TOOLS TO IMPROVE QUALITY AND SAFETY IN IT SUPPORT COMPANY

Abstract

Nowadays, in order to become competitive on the market, every company needs a modern and up-to-date IT system. An IT system becomes efficient when users are aware of its tools and can use them to their full potential. IT support in an organisation is made up of several categories of analysis, development and maintenance services, the operation of which demonstrates the value of the IT department. All of these tools are built according to good management criteria in line with industry best intentions and practices, and their definition in the IT Service Catalogue demonstrates the association between services and their value for money. The IT Service Catalogue (ITsC) is also intended to provide transparency to the most novice IT user and to present known and up-to-date conditions, requirements and constraints for the use of the IT service. The ITsC includes the definition, documentation and specialist connections required for each IT service, the service's SLAs, the costs of the service, including related IT operations (back-up, installation, configuration, etc.), the service's operating mode and the user's rights. The service catalogue is usually linked to an internal, public platform or a specialised Helpdesk application.