System of criteria for assessment of the practices for application of IT service management in Bulgaria

The article studies specific question, concentrated in the border area between business management and IT, namely surveying aspects of relationships between the business organization (customer) and its IT department or external servicing IT company (supplier) in provision of IT services. The purpose of the study is to develop and approbate system of criteria through which to determine the degree of adoption and application from Bulgarian IT companies of internationally proven methodology for IT Service Management (ITSM). The attention is set towards deduction of the main problems and existing tendencies in their application and pointing out possibilities for improvements in their implementation. The study is limited on analysis of B2B relationships only, between business organizations and servicing Bulgarian offices of big IT companies. The practices for IT Service Management are examined and evaluated according the ITIL v.3 methodology. Survey is executed, on the respondent’s method. As a result, from the study, conclusion is made that overall our big IT companies are following internationally proven ITSM methodics. During the study certain differences are found between the companies in the degree of compliance to the stages and elements of those methodics. On that base are outlined suggestions for improvement of the processes for implementation of ITSM in Bulgaria.