Benefits of ITIL Incident Management Process Implementation in one Public Institution in Bosnia and Herzegovina

ITIL is the most accepted framework for the managing of IT services. Incident Management process is the process which is integrated inside ITIL framework and is responsible for: logging, categorization, prioritization and resolving of all incidents. This paper describes the implementation of ITIL Incident Management process inside one public institution in Bosnia and Herzegovina. Detailed implementation is described inside this paper. After successful implementation, measurements are completed in order to check is Incident Management helped organization to improve its performances. The conclusion of the paper described benefits of implementation of ITIL Incident Management inside any type of the organization and future work.