• ISSN: 2010-0248 (Print)
    • Abbreviated Title: Int. J. Innov.  Manag. Technol.
    • Frequency: Bimonthly
    • DOI: 10.18178/IJIMT
    • Editor-in-Chief: Prof. Jin Wang
    • Executive Editor: Ms. Nina Lee
    • Abstracting/ Indexing: Google Scholar, Ulrich's Periodicals Directory,  Crossref and ProQuest, Electronic Journals Library.
    • E-mail: ijimt@ejournal.net
IJIMT 2020 Vol.11(6): 170-175 ISSN: 2010-0248
doi: 10.18178/ijimt.2020.11.6.898

IT Service Management Model Based on ITIL for the Information Technology and Communications Unit of the Universidad de las Fuerzas Armadas ESPE Campus Latacunga

Alex Omar Zambrano Peñaherrera and Víctor Manuel Páliz Osorio
Abstract— The Universidad de las Fuerzas Armadas ESPE Campus Latacunga is a Higher Education institution that offers IT services through the Information and Communications Technology Unit to both internal and external customers. However, one of the problems identified in the study is the lack of management to deal with the incidents by not having defined processes of their activities and tasks, thus generating delays or partial problem-solving. In this research is developed an IT Service Management model based on ITIL for the optimization of UTIC services. The model is based on the methodology ITIL version 3, it is the main reference in the management of services for its flexibility and adaptability to any type of organization. The IT services management model promotes a better performance of the service desk through the generation of a dashboard with indicators that allows decision-making to improve processes and monitor and control for reduction time of care and meet needs with quality, effectiveness and efficiency.

Index Terms— Continuous process improvement, service levels, service strategy, service life cycle, IT organization.

The authors are with Universidad de las Fuerzas Armadas ESPE/ Centro de Posgrados - Departamento de Ciencias de la Computación – Maestría en Gerencia de Sistemas, Quito, Ecuador (e-mail: aozambrano@espe.edu.ec, vmpaliz@espe.edu.ec).

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Cite: Alex Omar Zambrano Peñaherrera and Víctor Manuel Páliz Osorio, " IT Service Management Model Based on ITIL for the Information Technology and Communications Unit of the Universidad de las Fuerzas Armadas ESPE Campus Latacunga," International Journal of Innovation, Management and Technology vol. 11, no. 6, pp. 170-175, 2020.

Copyright © 2020 by the authors. This is an open access article distributed under the Creative Commons Attribution License which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited (CC BY 4.0).
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