Bibliographic citations
Auccapuclla, R., Jiménez, L., Paredes, C. (2021). Propuesta de modelo de gestión de servicios de TI para Frutarom Perú S.A. [Trabajo de investigación, Universidad Peruana de Ciencias Aplicadas (UPC)]. http://hdl.handle.net/10757/656003
Auccapuclla, R., Jiménez, L., Paredes, C. Propuesta de modelo de gestión de servicios de TI para Frutarom Perú S.A. [Trabajo de investigación]. PE: Universidad Peruana de Ciencias Aplicadas (UPC); 2021. http://hdl.handle.net/10757/656003
@mastersthesis{renati/395553,
title = "Propuesta de modelo de gestión de servicios de TI para Frutarom Perú S.A.",
author = "Paredes Ruiz, Carlos Enrique",
publisher = "Universidad Peruana de Ciencias Aplicadas (UPC)",
year = "2021"
}
This work proposes an Information Technology (IT) service management model for Frutarom Peru SA that allows aligning the main IT processes within the organization, to improve service delivery, minimize incidents and add value in its interaction with the rest of the areas, helping to move from an IT vision as a service provider role to a strategic area role. The first chapter presents the theoretical framework showing the context of the company and the literature corresponding to IT service management, frameworks, good practices, and international standards such as ISO / IEC 20000, ISO / IEC 9001, ISO / IEC 15504, COBIT 2019 and ITIL 4. In the second chapter, the evaluation of the current situation of the company and the analysis of the opportunities for improvement are carried out, the critical points identified as low level of satisfaction in the delivery of IT services, operational instability, and non-compliance of the performance indicators, to determine its causes and impact on the company. The third chapter presents the proposed solution. For this, the ISO / IEC 20000 and ITIL 4 standards were selected as the reference framework; the IT service management maturity level was determined based on the ISO / IEC 15504 standard; the objectives and scope were established; The IT management model was determined, and its viability analyzed. The fourth chapter presents the conclusions and recommendations.
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