Prácticas adoptadas de la ISO/IEC 20000 en pequeñas organizaciones desarrolladoras de software que ofrecen mesa de servicios. Un estudio de caso

Abstract

An adequate perform of information technology service management has great impact in the service quality and operations that organizations provide; in special in software development organization that offer services desk. However, despite the deployment of ISO/IEC 20000 in the international context, small organizations that develop software and provide services in Lima have not had much progress in adoption. The aim of this study is to determine the practices adoption from information technology service management in small software development organizations that offer services desk. Analysis was performed using a case study in three small organizations. It was established that 31% of practices based on ISO/IEC 20000-4 are adopted, 23% are not adapted and the rest is not possible to determine their adoption. The adopted practices are mainly related to incidents and service requirements; and the least adopted are related to change management and configuration management, this situation is aligned with naturally trend to first solve their immediate needs.