Özet:

Effective management of information technologies within the institution is of great importance for the transportation to the advanced performance level. This study is related to the implementation of the ITIL (Information Technologies Infrastructure Library) system in the field of information technology, and the performance analysis of the system is conducted according to the expectations of the computer unit staff, academic and administrative staff in the educational institution if necessary. A survey consisting of 15 questions based on the Likert scale was implemented to 24 administrative staff working at the Istanbul Aydin University Information Processing Department. The first part of the study included the assessment of the information technology services of the unit on the basis of the survey. In the second part of the study, a second survey of 15 questions based on the Likert scale was implemented to the IAU academic and administrative staff consisting of 79 people. According to the age, level of education, gender, computer skills and type of task results, the "self-component" analysis was carried out. In this context, a survey was conducted to cover users consisting of academic and administrative staff. It is indicated to be able to provide resources to organizations who want to develop a process management project and how much a process management project can be implemented in a public institution. As a result, the ITIL system continues to work on the Information Technology infrastructure in terms of communication, while it is also established that it helps to improve the quality of the services offered and continually developing and changing business demands and its benefits are highlighted. As a result of their surveys and analyses, what IT units should pay attention to in public institutions or educational institutions, how to implement the path and how to continue the continuity of the business, the priorities that should be taken into consideration in the subsequent similar studies have been established, the recommendations have been made. This work is expected to be beneficial for the management of services and services within the organization in similar sectors, performance improvement work.