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

Producción científica: Capítulo del libro/informe/acta de congreso › Contribución a la conferencia › revisión exhaustiva

2 Citas (Scopus)

Resumen

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.

Idioma original	Inglés
Título de la publicación alojada	Trends and Applications in Software Engineering - Proceedings of the 7th International Conference on Software Process Improvement CIMPS 2018
Editores	Jezreel Mejia, Mirna Munoz, Alvaro Rocha, Adriana Pena, Marco Perez-Cisneros
Editorial	Springer Verlag
Páginas	55-68
Número de páginas	14
ISBN (versión impresa)	9783030011703
DOI	https://doi.org/10.1007/978-3-030-01171-0_5
Estado	Publicada - 2019
Evento	7th International Conference on Software Process Improvement, CIMPS 2018 - Guadalajara, México Duración: 17 oct. 2018 → 19 oct. 2018

Serie de la publicación

Nombre	Advances in Intelligent Systems and Computing
Volumen	865
ISSN (versión impresa)	2194-5357

Conferencia

Conferencia	7th International Conference on Software Process Improvement, CIMPS 2018
País/Territorio	México
Ciudad	Guadalajara
Período	17/10/18 → 19/10/18

ODS de las Naciones Unidas

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

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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. En 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).

@inproceedings{708f340660b143488e74f0ee634bef8d,

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",

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isbn = "9783030011703",

series = "Advances in Intelligent Systems and Computing",

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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. En 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, México, 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).

Producción científica: Capítulo del libro/informe/acta de congreso › Contribución a la conferencia › revisión exhaustiva

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

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

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SN - 9783030011703

T3 - Advances in Intelligent Systems and Computing

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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. En Mejia J, Munoz M, Rocha A, Pena A, Perez-Cisneros M, editores, 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

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