Implementation of Service Desk Solutions on the Example of a Company for the Production and Distribution of Electricity Energy Using the Principles of the ITIL Framework

ITIL stands for Information Technology Infrastructure Library. ITIL is the most famous framework for managing IT services. ITIL provides guidelines for the implementation of Service Desk solutions in the business environment of any company. The original scientific and professional contribution of this work is proof that the ITIL framework, through the implementation of a software solution that automates its business processes, can help every company in daily work and can improve its basic and additional business processes. Measurements will be made in a real public company in Bosnia and Herzegovina. Also, the software solution itself will be independently developed with its own original programming code only for the purposes of this research.