TY - JOUR
T1 - ITSM model for very small organisation
T2 - An empirical validation
AU - Dávila, Abraham
AU - Janampa, Rosanna
AU - Angeleri, Paula
AU - Melendez, Karin
N1 - Publisher Copyright:
© The Institution of Engineering and Technology 2019.
PY - 2020/4/1
Y1 - 2020/4/1
N2 - Nowadays, information technology services management (ITSM) has become strongly needed for every kind of organisations 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 organisations. The aim of this study is to validate an ITSM model specifically proposed for small organisations, the PCPS4SVC model. This model was developed considering the needs and constraints of small organisations and was verified against reference models using process mapping. In this study, the model was validated in three small enterprises, where it was tailored and implemented. As a result, the enterprises improved their IT services operation. Finally, it was determined than PCPS4SVC is a model easy-to-use and adequate for small enterprises.
AB - Nowadays, information technology services management (ITSM) has become strongly needed for every kind of organisations 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 organisations. The aim of this study is to validate an ITSM model specifically proposed for small organisations, the PCPS4SVC model. This model was developed considering the needs and constraints of small organisations and was verified against reference models using process mapping. In this study, the model was validated in three small enterprises, where it was tailored and implemented. As a result, the enterprises improved their IT services operation. Finally, it was determined than PCPS4SVC is a model easy-to-use and adequate for small enterprises.
UR - http://www.scopus.com/inward/record.url?scp=85083336467&partnerID=8YFLogxK
U2 - 10.1049/iet-sen.2019.0034
DO - 10.1049/iet-sen.2019.0034
M3 - Article
AN - SCOPUS:85083336467
SN - 1751-8806
VL - 14
SP - 138
EP - 144
JO - IET Software
JF - IET Software
IS - 2
ER -
