Strategic plan based on ITIL for mipymes in the department of Arauca-Colombia
DOI:
https://doi.org/10.21501/21454086.3280Keywords:
Entrepreneurship, ITIL, Information technology, Service management, Technology management, Mypimes, IT governance, Technological innovation, IT services.Abstract
This article aims to present a methodological proposal for the construction of a strategic IT plan aimed at customer service management for a mipymes of the Internet and telecommunications services sector. The design is based on the best practices of ITIL Version 3 (IT Infrastructure Library) which is considered a reference framework which describes a set of best practices and recommendations for service management focused on process management and customer management. This project provides a solution to problems of mipymes where there is a lack of a strategic plan that defines their processes and activities related to customer service. The methodology defined within the project is an applied research, in which a process of investigation and characterization of the information is made, generating the design of a strategic plan and other actions oriented to the improvement of quality in the rendering of the services of the IT area in a micro and SME of the technological sector in the department of AraucaDownloads
References
Y. C. Medina Cárdenas, y D. Rico Bautista, “Modelo de gestión basado en el ciclo de vida del servicio de la Biblioteca de Infraestructura de Tecnologías de Información (ITIL)”. Revista Virtual Universidad Católica del Norte, no. 27, pp. 3-21, 2009. Disponible en: http://revistavirtual.ucn.edu.co/index.php/RevistaUCN/article/viewFile/105/208.
J. Van Bon et al. Estrategia del Servicio basada en ITIL V3. Van Haren Pusblishing, 2008.
R. Hernández, C. Fernández, y P. Baptista, Metodología de la investigación, México: MacGraw-Hill, 2006.
Ministerio de Industria, Comercio y Turismo. (s.f.). Herramienta DAFO. [En línea]. Disponible en: https://dafo.ipyme.org/.
Axelos Global Best Practice, Glosario y Abreviaturas de ITIL, 2011.
J. van Bon, A. de Jong, A. Kolthof, M. Pieper, R. Tjassing, A. van der Veen, y T. Verheijen, Fundamentos de ITIL v3, Amersfoort (Holanda): Van Haren Publishing, 2010.
J. van Bon, A. de Jong, A. Kolthof, M. Pieper, R. Tjassing, A. van der Veen y T. Verheijen, Gestión de Servicios de TI basados en ITIL-Guía de Bolsillo, Amersfoort (Holanda): Van Haren Publishing, 2010.
Byte TI. 2008, marzo 06). 2008031401. CMMI vs. ITIL: dos enfoques complementarios. [Online]. Disponible en: https://www.revistabyte.es/tendencias-byte-ti/2008031401-cmmi-vs-itil-dos-enfoques-complementarios/
M. E. Arevalo Lizardo. (2017, mayo 04). ITIL Fase II: Diseño del Servicio. [En línea]. Disponible en: https://arevalomaria.wordpress.com/2017/05/04/itil-fase-ii-diseno-del-servicio-primera-parte/.
Baud Jean-Luc, ITIL® V3: Entender el enfoque y adoptar las buenas prácticas. Barcelona: Ediciones ENI, 2016.
H. Koontz y H. Weihrich, Administración Una Perspectiva Global, México: McGraw Hill Interamericana Editores, 1998.
H. Mintzberg, y J. B. Quinn, El proceso estratégico, México: Prentice Hall Hispanoamérica, 1998.
Downloads
Published
How to Cite
Issue
Section
License
In accordance with national and international copyrights, as well as publishing policies of "Fundación Universitaria Luis Amigó" and its Journal "Lámpsakos" (indexed with ISSN : 2145-4086), I (we ) hereby manifest:1. The desire to participate as writers and submit to the rules established by the magazine publishers.
2. The commitment not to withdraw the manuscript until the journal finishes the editing process of the ongoing issue.
3. That article is original and unpublished and has not been nominated or submitted together in another magazine; therefore, the rights of the article in evaluation have not been assigned in advance and they do not weigh any lien or limitation for use.
4. The absence of conflict of interest with commercial institution or association of any kind
5. The incorporation of the quotes and references from other authors, tending to avoid plagiarism. Accordingly, the author affirms that the paper being published do not violate copyright, intellectual property or privacy rights of third parties. Morover, if necessary there is a way of demonstrating the respective permits original copyright to the aspects or elements taken from other documents such as texts of more than 500 words, tables, graphs, among others. In the event of any claim or action by a third party regarding copyright on the article, the author (s) will assume full responsibility and come out in defense of the rights herein assigned. Therefore, for all purposes, the Journal "Lámpsakos" of the "Fundación Universitaria Luis Amigó" acts as a third party in good faith.
6. In the event of the publication of the article, the authors free of charge and on an exclusive basis the integrity of the economic rights and the right to print, reprint and reproduction in any form and medium, without any limitation as to territory is concerned, in favor of the Journal "Lámpsakos" of the "Fundación Universitaria Luis Amigó".
