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Reseach Article

IT Service Companies in Albania and Implementation of Information Technology Service Management

Published on August 2011 by Ermelinda Kordha
Fourth Annual International Business Conference
Foundation of Computer Science USA
IBC - Number 1
August 2011
Authors: Ermelinda Kordha
0b3192f1-0909-4e72-82d3-0b50ad1a9b95

Ermelinda Kordha . IT Service Companies in Albania and Implementation of Information Technology Service Management. Fourth Annual International Business Conference. IBC, 1 (August 2011), 7-12.

@article{
author = { Ermelinda Kordha },
title = { IT Service Companies in Albania and Implementation of Information Technology Service Management },
journal = { Fourth Annual International Business Conference },
issue_date = { August 2011 },
volume = { IBC },
number = { 1 },
month = { August },
year = { 2011 },
issn = 0975-8887,
pages = { 7-12 },
numpages = 6,
url = { /proceedings/ibc/number1/3249-ibc034/ },
publisher = {Foundation of Computer Science (FCS), NY, USA},
address = {New York, USA}
}
%0 Proceeding Article
%1 Fourth Annual International Business Conference
%A Ermelinda Kordha
%T IT Service Companies in Albania and Implementation of Information Technology Service Management
%J Fourth Annual International Business Conference
%@ 0975-8887
%V IBC
%N 1
%P 7-12
%D 2011
%I International Journal of Computer Applications
Abstract

Key to the collection, analysis, production and distribution of information within an organization is the quality of the Information Technology (IT) Services provided to the business. These services can be supplied inside the company through IT department or through outsourcing. Anyway, a successful implementation of IT Service Management system in an organization will offer various benefits, as well as some challenges. The aim of this paper is to gain insights in the behavior of companies in Albania in relation to ITSM. Since outsourcing is the prevailing manner of supplying IT services, the methodology focused first, in the literature review on ITSM process and second on primary data gathered by interviews with IT managers in IT service companies. 20 interviews has shown the state of the art of ITSM in Albanian companies. Some of the phases of the ITSM process are implemented more inside IT services, while some are totally missing.

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Index Terms

Computer Science
Information Sciences

Keywords

ITSM services Process IT business needs management