Modelo basado en ITIL para la Gestión de los Servicios de TI en la Cooperativa de Caficultores de Manizales

Abstract

— This thesis includes the design of a model for the management of IT services adapted to the needs of the information technology area of the Coffee Growers Cooperative of Manizales. The model is based on ITIL because it is the most complete of the leaders of today's ITSM, which focuses on measuring and continuously improving the quality of services offered by the TI Area, both from the perspective of the customer and the organization. The model was developed based on the above methodology, supported on the Deming cycle, which is focused on continuous improvement of processes and backbone of the Service Lifecycle defined by ITIL. Initially the diagnosis of processes and IT service management developed by the information technology area is performed. Second, the relevant elements of ITIL IT applicable to the area are determined by assessing the current maturity level and desired processes supported by the CMMI model. Thirdly, the proposal was developed to improve the adaptation of the selected ITIL processes grounded in where processes, roles, functions and metrics were structured. Finally, the proposal is validated by applying the service user support, deriving ITIL processes Incident Management and Request Management.