Assessment the Effectiveness of the ITSM-System Implementation

This graduate qualification work is devoted to a problem area of assessment the investment efficiency into information technologies, in particular assessment of efficiency of the ITSM-system implementation in a Russian company. In chapter 1 it is analyzed the main reasons for interests reorientation towards optimization of IT services supporting processes, the main approaches to IT-management, the standard of effective IT-management - the concept of ITSM, and also the main barriers interfering promoting of service approach as in Russia, and abroad. The chapter 2 reviews the most popular models and methods for assessment of investments efficiency into IT:classical financial methods, qualitative and probabilistic methods, the methods based on an expert assessment. Also it is given the characteristic of a typical technique of the assessment of IT projects most often used in the Russian and foreign companies. Relying on domestic and foreign surveys in the field of the assessment of investments efficiency into IT and ITSM-systems, it is offered the model of assessment the ITSM-system implementation efficiency considering process and functional features of such a system. The chapter 3 carries out the efficiency assessment of the ITSM-system implementation in the Russian company by means of the developed model. The assessment of efficiency is made according to 2 scenarios: without risks and with adjustment on risk. Much attention is paid to the analysis of high-quality changes (reengineering) in processes of IT-services management in a Russian company.