Method for selecting the software for change management and incident management of ITIL

Sussy Bayona, J. Evangelista, D. Uquiche

Research output: Contribution to conferencePaper

1 Scopus citations

Abstract

© 2015 AISTI. The selection process of software for the implementation of ITIL processes such as change management and incident management, which is free and suitable for a university is a complex task. To select a software that suit business needs, it is necessary to have previous knowledge of software products to support ITIL, their functionalities offered, metrics, and that meet quality criteria, which requires to follow a rigorous process support to make wise decisions. The selection is difficult because of the large number of free software existent. To identify, establish benchmarking criteria, compare objectively, establish functionalities, define quality criteria, and adapt to the business needs are good practices that allow selecting the solution that best suits the organization. In this article is presented the selection process of free software for incident management and change management in a Peruvian University. Furthermore, the results and lessons learned are presented.
Original languageAmerican English
Pages232-237
Number of pages6
DOIs
StatePublished - 28 Jul 2015
Externally publishedYes
Event2015 10th Iberian Conference on Information Systems and Technologies, CISTI 2015 -
Duration: 28 Jul 2015 → …

Conference

Conference2015 10th Iberian Conference on Information Systems and Technologies, CISTI 2015
Period28/07/15 → …

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    Bayona, S., Evangelista, J., & Uquiche, D. (2015). Method for selecting the software for change management and incident management of ITIL. 232-237. Paper presented at 2015 10th Iberian Conference on Information Systems and Technologies, CISTI 2015, . https://doi.org/10.1109/CISTI.2015.7170399