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Propuesta de modelo de certificación ISO/IEC 20000 combinando las mejores prácticas de ITIL V3 para el servicio de soporte a usuarios en empresas de servicios de TI. Caso de estudio: empresa ITSTK.
| Content Provider | Semantic Scholar |
|---|---|
| Author | González, Naveda Alexandra, Paola |
| Copyright Year | 2014 |
| Abstract | The IT service providers in Ecuador have been gaining strength and contributing greatly to the economy of the country. Many companies have expanded their portfolio dramatically and it's no surprise that most of them, which have given way to this initiative, have faced several issues as: running out of capacity, no measuring parameters, not standardized activities and processes, poor or none existing documentation, loss of time and money, etc; seeing themselves in need to design a proper and structured management of technology resources for solving their service’s demand and provide quality to its customers. Is how step is given to the Incorporation of the framework of best practices on IT service management, "ITIL V3”, and the methodology of quality "ISO 20000", those which proposes a solution to the existing problem. As a result of the organizational processes being aligned to this two methodologies, the companies get an IT service management properly documented, consistent and robust; hence, the certification of the company on the ISO 20000 standard, which contributes a high degree of competitiveness and support to the company. |
| File Format | PDF HTM / HTML |
| Alternate Webpage(s) | http://repositorio.espe.edu.ec/bitstream/21000/9613/2/T-ESPE-048175-R.pdf |
| Language | English |
| Access Restriction | Open |
| Content Type | Text |
| Resource Type | Article |
