The Alignment of IT Service Management in Hospital Libraries of Public Medical Universities in Tehran 2013-2014

We are now witnessing radical developments in library services and IT use, one of which is digital libraries and databases. The advent of IT in libraries and information centers created new challenges for its management. A set of guidelines have been developed to help libraries evaluate the state of IT service management and overcome these challenges. One of these standards is ISO/IEC 20000 which is an international standard for IT service management. The purpose of the present research is to examine the condition of IT service management in the hospital libraries of medical universities in Tehran based on ISO/IEC 20000 and to identify their strength and weaknesses. The method of this applicable research is descriptive survey. The gathering tool of the present research is a questionnaire based on ISO/IEC 20000 which is an international standard for IT service management. The instrument included 58 items rated on a 5-point Likert scale. The internal consistency of the questionnaire was tested in a sample of 10 medical librarians, leading to a Cronbach's alpha of 0.91. The population of it consisted of 30 hospital libraries and all the IT managers of these libraries in medical universities of Tehran. It must be noted that no sampling was done and the entire population (48) were included in. SPSS (18 ed.) were used for data analysis as a software. Evaluation criteria of IT service management problems in this study, adjust acceptably with ISO/IEC 20000:2005. In addition, as components of the process control (mean 00/3), supply process (mean 20.3), planning and implementation of service management (mean 20.3), the process solution (mean 22 / 3), communication processes (mean 3.29), processes and services (mean 3.33) and management systems (mean 35/3) are considered as the most important IT service management problems in this study. As a result, in the view of respondents and staff management of IT service management systems, the "IT Service Management" in libraries and information science centers and hospitals of Medical Sciences in Tehran, in general, to a level acceptable There are, however, still need special attention and some components such as "process control" and "supply process" are the most important problems.