Publicado

2014-07-01

Service quality management based on the application of the ITIL standard

Gestión de la calidad de servicios apoyados en la aplicación del estándar ITIL

DOI:

https://doi.org/10.15446/dyna.v81n186.37953

Palabras clave:

Services, Information Technology (IT), Systems, ITIL, Customer (en)
Servicios, Tecnologías de la Información (TI), Sistemas, ITIL, Cliente (es)

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Autores/as

  • Hermenegildo Gil-Gómez Universitat Politècnica de València (UPV)
  • Raúl Oltra-Badenes Universitat Politècnica de València (UPV)
  • Wilson Adarme-Jaimes Universidad Nacional de Colombia
The modern world has led companies to become increasingly competitive, highlighting the customer as the core element of commercialization processes, and also recognizing the need to treat all internal activities as customers in the delivery of products/services to final consumers. An important element to ensure an adequate level of customer satisfaction is the need to properly manage the required services inside business processes, where the management of technology services becomes an imperative in almost every company. This paper presents the ITIL standard, which is a framework that allows the delivery of technology services to be efficiently managed, in order to improve internal business processes and obtain other benefits such as better internal communication. After that, the use of ITIL as a frame of reference for enhancing quality is proposed, focused not only on IT but on any type of service in general.
El mundo moderno ha llevado a las empresas a ser cada vez más competitivas, volviendo al cliente el eje central de los procesos de comercialización, pero evidenciando la necesidad de tratar todas las actividades internas como clientes parciales en el proceso de entrega del producto o servicio a los consumidores finales. Un elemento necesario para asegurar un adecuado nivel de satisfacción a los clientes radica en la necesidad de gestionar adecuadamente los servicios requeridos en los procesos empresariales, donde la gestión de los servicios de tecnología se vuelve un imperativo en casi todas las empresas. Este artículo presenta el estándar ITIL, el cual es un marco de referencia que permite administrar de manera eficiente la prestación de servicios de tecnología, de cara a mejorar los procesos internos de las empresas y obtener otros beneficios, como potencializar la comunicación interna. Tras ello, se propone el uso de ITIL como marco de referencia para la mejora de la calidad, no solo centrado en las TI, sino de cualquier tipo de servicio en general.

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