ITSIM: Methodology for Improving It Services. Case Study CNEL EP-Manabi

Abstract

Currently, organizations that have many clients and users are available to access the available information technologies (IT). Technology and information services should be standardized and documented to ensure their quality. For continuous improvement, the IT Service Improvement Methodology (ITSIM) is proposed to support the organization, delivering efficient IT services, based on standards, policies and best practices IT management practices. A case study of the implementation of the methodology was made. ITSIM in the IT department of the National Electricity Corporation of Manabí, starting with the evaluation of the maturity of the domains: Acquire and implement, and Deliver and support. The processes and good practices proposed by the ITSIM methodology were applied. Resulting in the improvement in the quality of IT services and the satisfaction of the users of the organization.