The Importance of Communication Factor in Information Technology Incidents Management Service Process (article in Lithuanian)

Artūras Mažeika, Kristina Miliūtė, Aelita Skaržauskienė


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.


information technology; incident management; business processes; communication

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"Societal studies" ISSN online 2029-2244 / ISSN print 2029-2236