Abstract:

Providing IT services of the best quality is of great importance for organizations. Today, the generally accepted approach to IT services management is based on the Information Technology Infrastructure Library (ITIL) - a structured set of best practices oriented to services development and management.

All ITIL frameworks, including the latest ITIL4 version, are developed to be widely used in any organization that uses technologies for internal purposes or to offer them to their clients as services. Although many studies discuss how ITIL is implemented in organizations at all, its particular implementation in the educational area is still partially solved.

This article explores how ITIL principles could be implemented in a university and what would be the benefits of this implementation, which practices would be most useful. The aim of the study is to determine which of the practices proposed in ITIL are the most appropriate and how they improve the quality of services in a university, when and how they can be applied and used. A specific ITIL implementation in Sofia University is presented and discussed, too.

Keywords:

Technology, education, ITIL, IT services.