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Cloud-based ITSM systems as a critical factor for company development

Vol. 27, Iss. 9, SEPTEMBER 2021

Received: 12 April 2021

Received in revised form: 20 May 2021

Accepted: 3 June 2021

Available online: 30 September 2021

Subject Heading: BUSINESS VALUE

JEL Classification: G30, G32, G39

Pages: 1997–2007

https://doi.org/10.24891/fc.27.9.1997

Yurii P. KISHKOVICH Financial University under Government of Russian Federation, Moscow, Russian Federation
KUP1950@mail.ru

https://orcid.org/0000-0001-9058-5628

Subject. The article addresses the use of cloud-based ITSM systems.
Objectives. I consider the features for the application of cloud-based ITSM systems, both for medium-sized and large companies.
Methods. The study employs the comparative analysis of existing approaches to the use of cloud-based ITSM systems.
Results. The analysis of the application of the new technology in medium-sized and large enterprises shows that it improves their competitiveness.
Conclusions. The practical application of cloud-based ITSM systems significantly expands the capabilities of medium-sized and large companies. An essential element of the use of cloud-based ITSM systems at a real enterprise is the decision of the management, since the implementation of these systems is associated with the existing system of management. Their implementation enables to increase significantly the productivity of labor and leads to enhanced efficiency of all resources involved. Cloud-based ITSM systems considerably reduce the time of business processes, thus, resulting in financial savings. The specifics of this technology is the possibility of smooth operation, even in the event of a theoretical failure, that cannot be accomplished, if local ITSM systems are used.

Keywords: ITSM platform, cloud-based ITSM systems, information technology, IT-services

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