The Strategic Role of ITSM in Modern Education Sphere

Abstract

This research analyzes the strategic role of IT Service Management (ITSM) in the context of the modern educational shift toward hybrid and online learning models. It argues that the transition from traditional methods necessitates a fundamental paradigm shift, where IT infrastructure evolves from a reactive support unit into a user-oriented strategic service. By analyzing the implementation of global frameworks such as ITIL 4, this study demonstrates how higher education institutions can effectively align their technological resources with their core academic missions. This research reveals how ITSM optimizes critical workflows, ranging from the initial stages of student enrollment to the complex task of securing sensitive research data. Functioning as a sophisticated orchestration system, ITSM ensures that technical requests are routed efficiently and that critical incidents are prioritized to maintain institutional continuity. This approach allows faculty members to dedicate their efforts to pedagogical delivery and innovation rather than being hindered by technical troubleshooting or connectivity issues. Furthermore, the research shows that ITSM serves as the indispensable backbone of contemporary education, transforming the IT department into a proactive strategic partner. By fostering a culture of continuous improvement and service value, universities can build more resilient and scalable digital environments. Ultimately, the primary beneficiary is the student, who receives a seamless, high-quality digital experience that is essential for achieving academic excellence in today’s increasingly digital-first landscape. Note: The article was developed within the framework of Subprogram 030101 „Strengthening the resilience, competitiveness, and sustainability of the economy of the Republic of Moldova in the context of the accession process to the European Union”, institutional funding. UDC: 37:004; JEL: A20, I21, I25, O32