The listeners shall at particular examples of ITSM/ITIL introduction in public administration bodies acquire overview of reasons leading to starting those projects and what principled steps shall be taken within the projects from the primary analysis through implementation up to continual improvement of processes. The presentation is aimed at causing listeners to understand what means ITSM and ITIL in order to clarify the most important benefits which the implementation of processes according to ITIL brings to the organization. At the end they will learn in which phases and in which time horizons individual objectives of project of implementation of processes according to ITSM/ITIL are fulfilled. The listeners shall learn what is the task of itSMF Slovensko in this sphere.