Development of Proposals on Implementation of ITSM in State Organization

The volume of the thesis: 68 pages, 6 figures, 18 tables, 25 sources of information, application: 16 tables. Keywords: state organization, COBIT 5, ITSM, ITIL, IT-processes. The main goal of the work is to develop proposals for improving the management of the IT infrastructure of the state organization. The final qualification work consists of an introduction, three chapters, conclusion, a list of references and an appendix. In the first chapter of the work, an analysis of modern approaches and methodologies to the organization of the IT service delivery complex was carried. The second chapter is devoted to the analysis of the functioning of the IT infrastructure of the organization considered in the work. The general structure of the organization itself is examined, the organizational structure of the IT department is examined, as well as the roles and responsibilities of IT specialists. A survey of the IT infrastructure of the organization was carried out, during which certain problems were identified that need to be resolved. In the third chapter, the factors influencing the achievement of the organization's goals were identified, by forming a cascade of organization goals and IT objectives using the COBIT5 methodology. Also, the results were ranked using the hierarchy analysis method, and the most important IT processes were identified, which, according to experts, should be implemented in the organization.