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

Sussy Bayona; J. Evangelista; D. Uquiche

doi:10.1109/CISTI.2015.7170399

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

Título traducido de la contribución: Método para seleccionar software de Gestión de Cambios y Gestión de incidencias de ITIL

Sussy Bayona, J. Evangelista, D. Uquiche

Producción científica: Capítulo del libro/informe/acta de congreso › Contribución a la conferencia › revisión exhaustiva

1 Cita (Scopus)

Resumen

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.

Título traducido de la contribución	Método para seleccionar software de Gestión de Cambios y Gestión de incidencias de ITIL
Idioma original	Inglés
Título de la publicación alojada	2015 10th Iberian Conference on Information Systems and Technologies, CISTI 2015
Editorial	Institute of Electrical and Electronics Engineers Inc.
Páginas	232-237
Número de páginas	6
ISBN (versión digital)	9789899843455
DOI	https://doi.org/10.1109/CISTI.2015.7170399
Estado	Publicada - 28 jul. 2015
Publicado de forma externa	Sí
Evento	10th Iberian Conference on Information Systems and Technologies, CISTI 2015 - Aveiro, Portugal Duración: 17 jun. 2015 → 20 jun. 2015

Serie de la publicación

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

Conferencia

Conferencia	10th Iberian Conference on Information Systems and Technologies, CISTI 2015
País/Territorio	Portugal
Ciudad	Aveiro
Período	17/06/15 → 20/06/15

Nota bibliográfica

Publisher Copyright:
© 2015 AISTI.

Acceder al documento

10.1109/CISTI.2015.7170399

Otros archivos y enlaces

Enlace a la publicación en Scopus

Citar esto

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

Bayona, Sussy ; Evangelista, J. ; Uquiche, D. / Method for selecting the software for change management and incident management of ITIL. 2015 10th Iberian Conference on Information Systems and Technologies, CISTI 2015. Institute of Electrical and Electronics Engineers Inc., 2015. pp. 232-237 (2015 10th Iberian Conference on Information Systems and Technologies, CISTI 2015).

@inproceedings{31a44972101e4fc699733cb266ccae20,

title = "Method for selecting the software for change management and incident management of ITIL",

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.",

author = "Sussy Bayona and J. Evangelista and D. Uquiche",

note = "Publisher Copyright: {\textcopyright} 2015 AISTI. Copyright: Copyright 2018 Elsevier B.V., All rights reserved.; 10th Iberian Conference on Information Systems and Technologies, CISTI 2015 ; Conference date: 17-06-2015 Through 20-06-2015",

year = "2015",

month = jul,

day = "28",

doi = "10.1109/CISTI.2015.7170399",

language = "Ingl{\'e}s",

series = "2015 10th Iberian Conference on Information Systems and Technologies, CISTI 2015",

publisher = "Institute of Electrical and Electronics Engineers Inc.",

pages = "232--237",

booktitle = "2015 10th Iberian Conference on Information Systems and Technologies, CISTI 2015",

address = "Estados Unidos",

}

Bayona, S, Evangelista, J & Uquiche, D 2015, Method for selecting the software for change management and incident management of ITIL. En 2015 10th Iberian Conference on Information Systems and Technologies, CISTI 2015. 2015 10th Iberian Conference on Information Systems and Technologies, CISTI 2015, Institute of Electrical and Electronics Engineers Inc., pp. 232-237, 10th Iberian Conference on Information Systems and Technologies, CISTI 2015, Aveiro, Portugal, 17/06/15. https://doi.org/10.1109/CISTI.2015.7170399

Method for selecting the software for change management and incident management of ITIL. / Bayona, Sussy; Evangelista, J.; Uquiche, D.
2015 10th Iberian Conference on Information Systems and Technologies, CISTI 2015. Institute of Electrical and Electronics Engineers Inc., 2015. p. 232-237 (2015 10th Iberian Conference on Information Systems and Technologies, CISTI 2015).

Producción científica: Capítulo del libro/informe/acta de congreso › Contribución a la conferencia › revisión exhaustiva

TY - GEN

T1 - Method for selecting the software for change management and incident management of ITIL

AU - Bayona, Sussy

AU - Evangelista, J.

AU - Uquiche, D.

PY - 2015/7/28

Y1 - 2015/7/28

N2 - 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.

AB - 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.

UR - http://www.scopus.com/inward/record.url?scp=84943452756&partnerID=8YFLogxK

U2 - 10.1109/CISTI.2015.7170399

DO - 10.1109/CISTI.2015.7170399

M3 - Contribución a la conferencia

AN - SCOPUS:84943452756

T3 - 2015 10th Iberian Conference on Information Systems and Technologies, CISTI 2015

SP - 232

EP - 237

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

PB - Institute of Electrical and Electronics Engineers Inc.

T2 - 10th Iberian Conference on Information Systems and Technologies, CISTI 2015

Y2 - 17 June 2015 through 20 June 2015

ER -

Bayona S, Evangelista J, Uquiche D. Method for selecting the software for change management and incident management of ITIL. En 2015 10th Iberian Conference on Information Systems and Technologies, CISTI 2015. Institute of Electrical and Electronics Engineers Inc. 2015. p. 232-237. (2015 10th Iberian Conference on Information Systems and Technologies, CISTI 2015). doi: 10.1109/CISTI.2015.7170399

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

Resumen

Serie de la publicación

Conferencia

Nota bibliográfica

Acceder al documento

Otros archivos y enlaces

Huella

Citar esto