The influence of human resources on the IT service management

Optimal utilization of human resources contributes to achievement of the aims of IT department and also of the entire company. Organizational Structure of IT department should be designed on the base of IT Service Lifecycle. IT personnel should support the IT Services in all stages of their Lifecycles. The paper is focused on the method describing transformation of the organization structure of IT department on the base of adopting and implementing the principles which are described in the IT Infrastructure Library.

1. Introduction

Nowadays IT Services are important company assets which enable effective management of a company. The discipline focused on these activities is IT Service Management (ITSM). A successful implementation of ITSM requires coordination of all resources that contribute to achievement of the goals. There are four base resources [6] which are shown in “4P” concept (see Fig. 1). Figure 1.

4P - Concept