Publicado

2018-01-01

Problemas en la adopción de modelos de gestión de servicios de tecnologías de información. Una revisión sistemática de la literatura

Adoption’s problems of information technology service management models. A systematic literature review

DOI:

https://doi.org/10.15446/dyna.v85n204.57076

Palabras clave:

gestión de servicios de tecnología de información, ISO/IEC 20000, ITIL, CMMI-SVC (es)
service management information technology, ISO / IEC 20000, ITIL, CMMI-SVC (en)

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Ante el creciente uso de las tecnologías de información se han desarrollado modelos de gestión de servicios de tecnología de información (GSTI) con la finalidad que las organizaciones puedan ofrecer servicios de manera eficaz y con mayor nivel de calidad. Sin embargo, el cumplimiento de estos modelos no ha representado un trabajo fácil y las organizaciones han encontrado diversos problemas logrando adopciones parciales. El objetivo del estudio es analizar los problemas que las organizaciones han tenido en la adopción de un modelo de GSTI y para ello se ha realizado una revisión sistemática de la literatura. En la revisión se encontró que sólo algunos procesos fueron adoptados como parte de la implementación de los modelos y del análisis realizado podemos mencionar que las dificultades más recurrentes son: la falta de compromiso de la alta dirección y la falta de conocimiento sobre los modelos de GSTI y sus beneficios.
Information technologies service management (ITSM) models have developed due to the increasing use of information technologies in order that organizations can deliver services efficiently and with a higher level of quality. However, models’ compliance has not been an easy job and the organizations have found problems achieving partial adoptions. The aim of this study is to analyze the problems that organizations had in the adoption of an ITSM model. To achieve this goal a systematic literature review was performed. The review confirmed that only some processes had adopted by the companies. The analysis shows us that more recurrent difficulties are lack of commitment from senior management and lack of knowledge about the ITSM model and its benefits.

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[1]
“Problemas en la adopción de modelos de gestión de servicios de tecnologías de información. Una revisión sistemática de la literatura”, DYNA, vol. 85, no. 204, pp. 215–222, Jan. 2018, doi: 10.15446/dyna.v85n204.57076.

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