Čonč, Tea.
(2013).
Development of the e-service for remote obtaining of library
material by applying the ITIL framework.
Sveučilište u Zagrebu, Fakultet organizacije i informatike, Varaždin.
(Unpublished)
Abstract
The thesis is focused on the implementation of the e-service called E-dohvati designed for remote obtaining of library material at the Faculty of Humanities and Social Sciences Library in Zagreb. The service will be provided by the Library's Interlibrary loan service, and will consist of two library services: the current Interlibrary loan service and the new, scan at request service. The theoretical part of the paper discusses the necessity of e-services development in the modern service sector using a specific library specialisation, while the practical part of the paper is based on the idea of developing and implementing the E-dohvati service by applying the Information Technology Infrastructure Library (ITIL) framework which will ensure following the best practice for managing information technology. The service is being developed by monitoring phases of the ITIL service lifecycle. At the end of the paper the author analyses the results and concludes on the possibilities of using ITIL framework within similar business situations in the public sector, more specifically libraries.
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