Information technology service management processes for very small organization: A proposed model

Freddy Aquino; Diego Pacheco; Paula Angeleri; Rosanna Janampa; Karin Melendez; Abraham Dávila

doi:10.1007/978-3-030-01171-0_5

Information technology service management processes for very small organization: A proposed model

Freddy Aquino
, Diego Pacheco
, Paula Angeleri
, Rosanna Janampa
, Karin Melendez
, Abraham Dávila

Sección de Ingeniería Informática

Pontifical Catholic Univ. of Peru
Universidad de Belgrano

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

3 Scopus citations

Abstract

Nowadays Information Technology Services Management (ITSM) has become strongly needed for every kind of organizations providing IT services for customers or for themselves. However, existing models (as CMMI-SVC, ITIL or ISO/IEC 20000) are strongly difficult to implement on very small organizations. The aim of this article is to propose an ITSM model which can be applied in very small organization. Our methodology was: define an ITSM model considering needs and constraint in small organization, map elements to ISO/IEC 20000, and validate Model in small enterprises. The ITSM Model obtained was defined using relevance base practices from ISO/IEC 20000 and considering main characteristics of small organizations. The model proposed was validated in three small companies, with positive results.

Original language	English
Title of host publication	Trends and Applications in Software Engineering - Proceedings of the 7th International Conference on Software Process Improvement CIMPS 2018
Editors	Jezreel Mejia, Mirna Munoz, Alvaro Rocha, Adriana Pena, Marco Perez-Cisneros
Publisher	Springer Verlag
Pages	55-68
Number of pages	14
ISBN (Print)	9783030011703
DOIs	https://doi.org/10.1007/978-3-030-01171-0_5
State	Published - 2019
Event	7th International Conference on Software Process Improvement, CIMPS 2018 - Guadalajara, Mexico Duration: 17 Oct 2018 → 19 Oct 2018

Publication series

Name	Advances in Intelligent Systems and Computing
Volume	865
ISSN (Print)	2194-5357

Conference

Conference	7th International Conference on Software Process Improvement, CIMPS 2018
Country/Territory	Mexico
City	Guadalajara
Period	17/10/18 → 19/10/18

UN SDGs

This output contributes to the following UN Sustainable Development Goals (SDGs)

SDG 8 Decent Work and Economic Growth
SDG 9 Industry, Innovation, and Infrastructure

Keywords

ISO/IEC 20000
ISO/IEC 29110
Information Technology Services Management (ITSM)
Small organization

Access to Document

10.1007/978-3-030-01171-0_5

Cite this

Aquino, F., Pacheco, D., Angeleri, P., Janampa, R., Melendez, K., & Dávila, A. (2019). Information technology service management processes for very small organization: A proposed model. In J. Mejia, M. Munoz, A. Rocha, A. Pena, & M. Perez-Cisneros (Eds.), Trends and Applications in Software Engineering - Proceedings of the 7th International Conference on Software Process Improvement CIMPS 2018 (pp. 55-68). (Advances in Intelligent Systems and Computing; Vol. 865). Springer Verlag. https://doi.org/10.1007/978-3-030-01171-0_5

Aquino, Freddy ; Pacheco, Diego ; Angeleri, Paula et al. / Information technology service management processes for very small organization : A proposed model. Trends and Applications in Software Engineering - Proceedings of the 7th International Conference on Software Process Improvement CIMPS 2018. editor / Jezreel Mejia ; Mirna Munoz ; Alvaro Rocha ; Adriana Pena ; Marco Perez-Cisneros. Springer Verlag, 2019. pp. 55-68 (Advances in Intelligent Systems and Computing).

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title = "Information technology service management processes for very small organization: A proposed model",

abstract = "Nowadays Information Technology Services Management (ITSM) has become strongly needed for every kind of organizations providing IT services for customers or for themselves. However, existing models (as CMMI-SVC, ITIL or ISO/IEC 20000) are strongly difficult to implement on very small organizations. The aim of this article is to propose an ITSM model which can be applied in very small organization. Our methodology was: define an ITSM model considering needs and constraint in small organization, map elements to ISO/IEC 20000, and validate Model in small enterprises. The ITSM Model obtained was defined using relevance base practices from ISO/IEC 20000 and considering main characteristics of small organizations. The model proposed was validated in three small companies, with positive results.",

keywords = "ISO/IEC 20000, ISO/IEC 29110, Information Technology Services Management (ITSM), Small organization",

author = "Freddy Aquino and Diego Pacheco and Paula Angeleri and Rosanna Janampa and Karin Melendez and Abraham D{\'a}vila",

note = "Publisher Copyright: {\textcopyright} 2019, Springer Nature Switzerland AG.; 7th International Conference on Software Process Improvement, CIMPS 2018 ; Conference date: 17-10-2018 Through 19-10-2018",

year = "2019",

doi = "10.1007/978-3-030-01171-0\_5",

language = "English",

isbn = "9783030011703",

series = "Advances in Intelligent Systems and Computing",

publisher = "Springer Verlag",

pages = "55--68",

editor = "Jezreel Mejia and Mirna Munoz and Alvaro Rocha and Adriana Pena and Marco Perez-Cisneros",

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}

Aquino, F, Pacheco, D, Angeleri, P, Janampa, R, Melendez, K & Dávila, A 2019, Information technology service management processes for very small organization: A proposed model. in J Mejia, M Munoz, A Rocha, A Pena & M Perez-Cisneros (eds), Trends and Applications in Software Engineering - Proceedings of the 7th International Conference on Software Process Improvement CIMPS 2018. Advances in Intelligent Systems and Computing, vol. 865, Springer Verlag, pp. 55-68, 7th International Conference on Software Process Improvement, CIMPS 2018, Guadalajara, Mexico, 17/10/18. https://doi.org/10.1007/978-3-030-01171-0_5

Information technology service management processes for very small organization: A proposed model. / Aquino, Freddy; Pacheco, Diego; Angeleri, Paula et al.
Trends and Applications in Software Engineering - Proceedings of the 7th International Conference on Software Process Improvement CIMPS 2018. ed. / Jezreel Mejia; Mirna Munoz; Alvaro Rocha; Adriana Pena; Marco Perez-Cisneros. Springer Verlag, 2019. p. 55-68 (Advances in Intelligent Systems and Computing; Vol. 865).

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

TY - GEN

T1 - Information technology service management processes for very small organization

T2 - 7th International Conference on Software Process Improvement, CIMPS 2018

AU - Aquino, Freddy

AU - Pacheco, Diego

AU - Angeleri, Paula

AU - Janampa, Rosanna

AU - Melendez, Karin

AU - Dávila, Abraham

PY - 2019

Y1 - 2019

N2 - Nowadays Information Technology Services Management (ITSM) has become strongly needed for every kind of organizations providing IT services for customers or for themselves. However, existing models (as CMMI-SVC, ITIL or ISO/IEC 20000) are strongly difficult to implement on very small organizations. The aim of this article is to propose an ITSM model which can be applied in very small organization. Our methodology was: define an ITSM model considering needs and constraint in small organization, map elements to ISO/IEC 20000, and validate Model in small enterprises. The ITSM Model obtained was defined using relevance base practices from ISO/IEC 20000 and considering main characteristics of small organizations. The model proposed was validated in three small companies, with positive results.

AB - Nowadays Information Technology Services Management (ITSM) has become strongly needed for every kind of organizations providing IT services for customers or for themselves. However, existing models (as CMMI-SVC, ITIL or ISO/IEC 20000) are strongly difficult to implement on very small organizations. The aim of this article is to propose an ITSM model which can be applied in very small organization. Our methodology was: define an ITSM model considering needs and constraint in small organization, map elements to ISO/IEC 20000, and validate Model in small enterprises. The ITSM Model obtained was defined using relevance base practices from ISO/IEC 20000 and considering main characteristics of small organizations. The model proposed was validated in three small companies, with positive results.

KW - ISO/IEC 20000

KW - ISO/IEC 29110

KW - Information Technology Services Management (ITSM)

KW - Small organization

UR - https://www.scopus.com/pages/publications/85054836338

U2 - 10.1007/978-3-030-01171-0_5

DO - 10.1007/978-3-030-01171-0_5

M3 - Conference contribution

AN - SCOPUS:85054836338

SN - 9783030011703

T3 - Advances in Intelligent Systems and Computing

SP - 55

EP - 68

BT - Trends and Applications in Software Engineering - Proceedings of the 7th International Conference on Software Process Improvement CIMPS 2018

A2 - Mejia, Jezreel

A2 - Munoz, Mirna

A2 - Rocha, Alvaro

A2 - Pena, Adriana

A2 - Perez-Cisneros, Marco

PB - Springer Verlag

Y2 - 17 October 2018 through 19 October 2018

ER -

Aquino F, Pacheco D, Angeleri P, Janampa R, Melendez K, Dávila A. Information technology service management processes for very small organization: A proposed model. In Mejia J, Munoz M, Rocha A, Pena A, Perez-Cisneros M, editors, Trends and Applications in Software Engineering - Proceedings of the 7th International Conference on Software Process Improvement CIMPS 2018. Springer Verlag. 2019. p. 55-68. (Advances in Intelligent Systems and Computing). doi: 10.1007/978-3-030-01171-0_5

Information technology service management processes for very small organization: A proposed model

Abstract

Publication series

Conference

UN SDGs

Keywords

Access to Document

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