TY - GEN
T1 - Analysis of the use of the ITIL methodology against other reference frameworks for service management 2018-2020
AU - Antonio, Ogosi Auqui José
AU - Edinson, Aguirre Rodríguez Cesar
AU - Luis, Arenas Ñiquin José
AU - Hugo, Guadalupe Mori Víctor
AU - Martin, Vera Cuya Ronald
AU - Deyser, Pérez Rojas Even
AU - Usquiano Cárdenas, Luis Antonio
N1 - Publisher Copyright:
© 2023 Latin American and Caribbean Consortium of Engineering Institutions. All rights reserved.
PY - 2023/1/1
Y1 - 2023/1/1
N2 - A systematic mapping of articles was carried out that propose a management model based on the ITIL methodology, used for the management of information technology services, focused as a basis on the difficulties that an organization may have when trying to implement in the best way and coping with difficulties such as financial, time, and resource constraints, lack of a strategic plan, lack of skills and staff skills. These difficulties must be solved to subsequently implement an adequate service model according to the organization, as are also the other frameworks, ISO/IEC 20000, COBIT or CMMI-SVC, which learned the service life cycle in order to provide a greater value to the business. In the development of this research, areas, interdisciplinary groups and tools are used that satisfy the problem of complex relationship between business and technology. For this reason, we classify the studies into three categories, which closely depend on the needs and solutions that organizations require regarding the implementation of ITIL. As a result, it was obtained that in three years there was an increase in the implementation of the ITIL framework, as well as the good Management of information technology services.
AB - A systematic mapping of articles was carried out that propose a management model based on the ITIL methodology, used for the management of information technology services, focused as a basis on the difficulties that an organization may have when trying to implement in the best way and coping with difficulties such as financial, time, and resource constraints, lack of a strategic plan, lack of skills and staff skills. These difficulties must be solved to subsequently implement an adequate service model according to the organization, as are also the other frameworks, ISO/IEC 20000, COBIT or CMMI-SVC, which learned the service life cycle in order to provide a greater value to the business. In the development of this research, areas, interdisciplinary groups and tools are used that satisfy the problem of complex relationship between business and technology. For this reason, we classify the studies into three categories, which closely depend on the needs and solutions that organizations require regarding the implementation of ITIL. As a result, it was obtained that in three years there was an increase in the implementation of the ITIL framework, as well as the good Management of information technology services.
KW - Framework
KW - ITIL
KW - ITSM
KW - Service management model
UR - https://www.scopus.com/pages/publications/85172327619
M3 - Conference contribution
AN - SCOPUS:85172327619
T3 - Proceedings of the LACCEI international Multi-conference for Engineering, Education and Technology
BT - Proceedings of the 21st LACCEI International Multi-Conference for Engineering, Education and Technology
A2 - Larrondo Petrie, Maria M.
A2 - Texier, Jose
A2 - Matta, Rodolfo Andres Rivas
PB - Latin American and Caribbean Consortium of Engineering Institutions
T2 - 21st LACCEI International Multi-Conference for Engineering, Education and Technology, LACCEI 2023
Y2 - 19 July 2023 through 21 July 2023
ER -