Model Podpore Uporabnikom Komunikacijsko-Informacijskega Sistema v Slovenski Vojski: Organizacijska Arhitektura, Procesna Analiza in Varnostne Dimenzije

In this article, we analyze the organization and effectiveness of user support for the communication and information system in the Slovenian Armed Forces. The study includes a review of best practices in information technology service management and information technology governance, legal frameworks, user interviews, and incident data from 2022–2024. We conclude that the multi-level support model—service center, local and technical support—works effectively and successfully resolves all reported incidents. Users highlight professionalism and quick responses, as well as the need for digitization of procedures, a self-help portal, and better cooperation between support levels. We suggest introducing automation, proactive incident monitoring, and continuous staff training to increase the reliability of the CIS.