Evaluation of information technologies departments of the universities within the framework of ITIL and a proposal for an efficient management model

Universities are located at the center of the production of knowledge. In addition to supporting the Information Technologies (IT) departments of the universities with current technologies and software, it is vital to establish the necessary administrative structures for effective information technology governance, use of information technology processes and dynamic cooperation among all stakeholders related to information technologies. In this thesis, the services offered by IT departments in universities in the world and in Turkey as well as the standards applied were examined with the main focus on Information Technologies Infrastructure Library (ITIL). A survey was conducted in the light of this aim and the findings were examined in order to determine the goals of the IT departments of universities while providing services. Management model for an IT department of a university was proposed. It is thought that this thesis would contribute to the restructuring studies of IT departments of the universities in our country.