Komunikacijos ir komunikavimo veiksnio svarba informacinių technologijų incidentų valdymo paslaugų teikimo procese
The Importance of Communication Factor in Information Technology Incidents Management Service Process

Summary/Abstract: Various information technology tools are used in modern business organization management processes to improve business process performance, but communication in business organization and communication between businesses remains an important factor in service delivery-receiving quality. The paper analyses the importance of communication process in IT management, describes incident management services, service delivery processes, communication between service provider and the recipient. The objective of the research is to identify critical factors for IT incident management system process and to assess importance of communication factors of IT incident management service delivery. Research methods: quantitative research in small and medium 337 enterprises. The research identified problem groups emerging between IT management services deliverers and the service recipients. The results of empirical research revealed that the importance of the communication factor to IT incident management service delivery is high and directly influenced by the services quality. Modern IT management systems could be successfully outsourced by implementing organization strategy, because IT management outsourcing, as our theoretical and empirical analysis shows, creates for organization the opportunity to concentrate resources in main activities: achieving strategic results, improving efficiency and quality management. The analysis of IT management process demonstrated that IT management services outsourcing not only improves the quality of organizations services, but also influence positively the relationships between organizations. The satisfaction of customers is directly related to the service delivery time to the customers.

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