Modelo basado en ITIL para la Gestión de los Servicios de TI en la Cooperativa de Caficultores de Manizales


Authors

  • Luisa Fernanda Quintero Gómez Universidad Autonoma de Manizales
  • Hernando Peña Villamil

DOI:

https://doi.org/10.22517/23447214.13211

Keywords:

IT Service Management, Service Lifecycle, IT Processes, Service Management IT Model

Abstract

— 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

Download data is not yet available.

Author Biographies

Luisa Fernanda Quintero Gómez, Universidad Autonoma de Manizales

Caldas, Maestría en Gestión y Desarrollo de Proyectos de Software. Cooperativa de Caficultores de Manizales

Hernando Peña Villamil

Director de Membresía - ISACA Capítulo Bogotá- Colombia (126) Miembro del Project Management Institute Consultor de Gobierno de IT

Downloads

Published

2017-12-30

How to Cite

Quintero Gómez, L. F., & Peña Villamil, H. (2017). Modelo basado en ITIL para la Gestión de los Servicios de TI en la Cooperativa de Caficultores de Manizales. Scientia Et Technica, 22(4), 371–380. https://doi.org/10.22517/23447214.13211

Issue

Section

Sistemas y Computación