Bibliographic citations
Elías, P., Hinojosa, M., Ticona, H., Vega, G. (2020). Propuesta de un modelo de implementación de gestión de servicios de tecnología de información, para la empresa de servicios informáticos [Trabajo de investigación, Universidad Peruana de Ciencias Aplicadas (UPC)]. http://hdl.handle.net/10757/653721
Elías, P., Hinojosa, M., Ticona, H., Vega, G. Propuesta de un modelo de implementación de gestión de servicios de tecnología de información, para la empresa de servicios informáticos [Trabajo de investigación]. PE: Universidad Peruana de Ciencias Aplicadas (UPC); 2020. http://hdl.handle.net/10757/653721
@mastersthesis{renati/392906,
title = "Propuesta de un modelo de implementación de gestión de servicios de tecnología de información, para la empresa de servicios informáticos",
author = "Vega Meléndez, Gumercindo",
publisher = "Universidad Peruana de Ciencias Aplicadas (UPC)",
year = "2020"
}
One of the outstanding characteristics in the IT Services market is to improve and optimize a company’s processes by aligning such services management to their business goal. That is why this investigation’s main goal is to propose an IT Services Management Implementation Model with COBIT 5 and NTP (Peruvian Technical Regulation)-ISO/IEC 20000 foundations for a company focused on the information technology field. It is important to highlight that this investigation is based on the company’s current analysis with focus on IT services managed by them as part of their processes, identifying roles and responsibilities carried by them and weakness points in their management. Then, an analysis is made to propose an improvement on the organization’s strategic map; all of this is supported by the COBIT and NTP-ISO/IEC 20000 work frame. Finally, a Service Management Model is done based on a proposed goal to improve quality and the organization’s IT services operation, allowed to align the IT services with the business goals; that is to say that services provided are focused on the clients’ needs and they are adapted to the dynamic and global market, assuring their quality with optimized processes and competitive prices that contribute to the client’s satisfaction, and finally provide value to the business.
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