Gestión de Servicios de Tecnología de Información usando ITIL en MIPYME

Abstract

This document presents a proposal for a guide to manage the IT Information Technology services of MSME (micro, small and medium enterprises) in an appropriate way using the ITIL reference framework (Information Technology Infrastructure Library) applying the five phases that it defines (strategy, design, transition, operation and continuous improvement) in order that this type of organizations can identify and take advantage of their information technology services and do it more efficiently. An implementation of the proposed guide is presented as a test case.