Modelo basado en ITIL para la Gestión de los Servicios de TI en la Cooperativa de Caficultores de Manizales
DOI:
https://doi.org/10.22517/23447214.13211Keywords:
IT Service Management, Service Lifecycle, IT Processes, Service Management IT ModelAbstract
— This thesis includes the design of a model for the management of IT services adapted to the needs of the information technology area of the Coffee Growers Cooperative of Manizales. The model is based on ITIL because it is the most complete of the leaders of today's ITSM, which focuses on measuring and continuously improving the quality of services offered by the TI Area, both from the perspective of the customer and the organization. The model was developed based on the above methodology, supported on the Deming cycle, which is focused on continuous improvement of processes and backbone of the Service Lifecycle defined by ITIL. Initially the diagnosis of processes and IT service management developed by the information technology area is performed. Second, the relevant elements of ITIL IT applicable to the area are determined by assessing the current maturity level and desired processes supported by the CMMI model. Thirdly, the proposal was developed to improve the adaptation of the selected ITIL processes grounded in where processes, roles, functions and metrics were structured. Finally, the proposal is validated by applying the service user support, deriving ITIL processes Incident Management and Request Management.Downloads
Downloads
-
Vistas(Views): 2542
- PDF (Español (España)) Descargas(Downloads): 1893
Published
How to Cite
Issue
Section
License
Copyrights
The journal is free open access. The papers are published under the Creative Commons Attribution / Attribution-NonCommercial-NoDerivatives 4.0 International - CC BY-NC-ND 4.0 license. For this reason, the author or authors of a manuscript accepted for publication will yield all the economic rights to the Universidad Tecnológica of Pereira free of charge, taking into account the following:
In the event that the submitted manuscript is accepted for publication, the authors must grant permission to the journal, in unlimited time, to reproduce, to edit, distribute, exhibit and publish anywhere, either by means printed, electronic, databases, repositories, optical discs, Internet or any other required medium. In all cases, the journal preserves the obligation to respect, the moral rights of the authors, contained in article 30 of Law 23 of 1982 of the Government Colombian.
The transferors using ASSIGNMENT OF PATRIMONIAL RIGHTS letter declare that all the material that is part of the article is entirely free of copyright. Therefore, the authors are responsible for any litigation or related claim to intellectual property rights. They exonerate of all responsibility to the Universidad Tecnológica of Pereira (publishing entity) and the Scientia et Technica journal. Likewise, the authors accept that the work presented will be distributed in free open access, safeguarding copyright under the Creative Commons Attribution / Recognition-NonCommercial-NoDerivatives 4.0 International - https://creativecommons.org/licenses/by-nc-nd/4.0/deed.es license.