Improving IT Services and Infrastructure Security in an Organization Using the ITIL Framework

This master’s thesis focuses on improving IT service management and infrastructure security in a medium-sized manufacturing organization using the ITIL 4 framework. The thesis responds to the growing dependence of business processes on information technologies, increasing cybersecurity requirements and the impact of the NIS2 regulation. The analyzed company operates its own IT infrastructure, multiple branches, a cloud-based ERP system and customer-oriented software, while its IT service management remains mostly informal and only partially measurable. The objective of the thesis is to propose a practical model of IT service management and related security measures suitable for the size of the company and the capacity of its two-person IT team. The thesis includes an analysis of the current state, a GAP analysis against selected ITIL 4 principles and practices, a target state proposal, security measures, an implementation roadmap and an evaluation of the proposal, including its contribution to NIS2 readiness under the lower-obligation regime. The result of the thesis is a proposal for an IT service catalogue, unified incident and request evidence, a supporting ITSM tool, processes for incident management, service request management and change enablement, customer software support, knowledge management, asset management, security measures, logging and recovery testing. The proposed solution provides a foundation for greater transparency, measurability, security and continual improvement of IT services.