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Information Technology Service Management Processes for Very Small Organization: A Proposed Model

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Trends and Applications in Software Engineering (CIMPS 2018)

Part of the book series: Advances in Intelligent Systems and Computing ((AISC,volume 865))

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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.

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Acknowledgments

This work has been carried out within the ProCal-ProSer project funded by Innóvate Perú under Contract 210-FINCYT-IA-2013 and partially supported by the Department of Engineering and the Research and Development Group of Software Engineering (GIDIS is the acronyms in Spanish) of Pontificia Universidad Católica del Perú.

Author information

Authors and Affiliations

  1. Facultad de Ciencias e Ingeniería, Pontificia Universidad Católica del Perú, Lima, Peru

    Freddy Aquino & Diego Pacheco

  2. Facultad de Ingeniería y Tecnología Informática, Universidad de Belgrano, Buenos Aires, Argentina

    Paula Angeleri

  3. Departamento de Ingeniería, Pontificia Universidad Católica del Perú, Lima, Peru

    Rosanna Janampa, Karin Melendez & Abraham Dávila

Authors
  1. Freddy Aquino
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  2. Diego Pacheco
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  3. Paula Angeleri
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  4. Rosanna Janampa
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  5. Karin Melendez
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  6. Abraham Dávila
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Corresponding author

Correspondence to Freddy Aquino .

Editor information

Editors and Affiliations

  1. Unidad Zacatecas, Centro de Investigación en Matemáticas A. C., Zacatecas, Zacatecas, Mexico

    Jezreel Mejia

  2. Unidad Zacatecas, Centro de Investigación en Matemáticas A. C., Zacatecas, Zacatecas, Mexico

    Mirna Muñoz

  3. Departamento de Engenharia Informática, Universidade de Coimbra, Coimbra, Portugal

    Álvaro Rocha

  4. Departamento de Ciencias Computacionales, Universidad de Guadalajara, Guadalajara, Jalisco, Mexico

    Adriana Peña

  5. Centro Universitario de Ciencias Exactas, Universidad de Guadalajara, Guadalajara, Jalisco, Mexico

    Marco Pérez-Cisneros

Appendixes

Appendixes

Appendix A and B are available in:

https://drive.google.com/open?id=1aTxdjdV1Zy0YlPxt0BEXnxCxyRK3B9Jb.

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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: Mejia, J., Muñoz, M., Rocha, Á., Peña, A., Pérez-Cisneros, M. (eds) Trends and Applications in Software Engineering. CIMPS 2018. Advances in Intelligent Systems and Computing, vol 865. Springer, Cham. https://doi.org/10.1007/978-3-030-01171-0_5

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  • DOI: https://doi.org/10.1007/978-3-030-01171-0_5

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  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-030-01170-3

  • Online ISBN: 978-3-030-01171-0

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