Método para seleccionar software de Gestión de Cambios y Gestión de incidencias de ITIL

Translated title of the contribution: Method for selecting the software for change management and incident management of ITIL

Sussy Bayona, J. Evangelista, D. Uquiche

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

1 Scopus citations

Abstract

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.

Translated title of the contributionMethod for selecting the software for change management and incident management of ITIL
Original languageSpanish
Title of host publication2015 10th Iberian Conference on Information Systems and Technologies, CISTI 2015
PublisherInstitute of Electrical and Electronics Engineers Inc.
Pages232-237
Number of pages6
ISBN (Electronic)9789899843455
DOIs
StatePublished - 28 Jul 2015
Externally publishedYes
Event10th Iberian Conference on Information Systems and Technologies, CISTI 2015 - Aveiro, Portugal
Duration: 17 Jun 201520 Jun 2015

Publication series

Name2015 10th Iberian Conference on Information Systems and Technologies, CISTI 2015

Conference

Conference10th Iberian Conference on Information Systems and Technologies, CISTI 2015
CountryPortugal
CityAveiro
Period17/06/1520/06/15

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