Information technology services management: a value-added applied model based on ITIL and ISO/ IEC 20000

Authors

  • Marí­a-Carmen Bauset-Carbonell El profesional de la información
  • Manuel Rodens-Adam

DOI:

https://doi.org/10.3145/epi.2013.ene.07

Keywords:

Added value, ICT, IT, Information technology infrastructure library (ITIL), ISO/IEC 20000, Control objectives for information and related technology (Cobit), Information technology service management (ITSM).

Abstract

Description of a management indicators model for information technology (IT) services provided to an organization, based on tangible and intangible management indicators obtained from the 13 processes that make up the ISO/IEC 20000 and Information Technology Infrastructure Library (IT management framework references). The model has been empirically tested on more than 90 IT services provided by the Internal Systems Division of Indra to the organization. The results obtained show once again that to add value to an organization, its IT services must efficiently manage equipment availability, continuity and capacity and control changes, both to improve the response time of incident resolution and to ensure customer satisfaction.

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Published

2013-01-22

How to Cite

Bauset-Carbonell, M.-C., & Rodens-Adam, M. (2013). Information technology services management: a value-added applied model based on ITIL and ISO/ IEC 20000. Profesional De La información, 22(1), 54–61. https://doi.org/10.3145/epi.2013.ene.07

Issue

Vol. 22 No. 1 (2013): Soportes digitales

Section

Research articles

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