Procedure for service level management based on the standard ISO/IEC 20000:2005
DOI:
https://doi.org/10.18046/syt.v12i29.1840Keywords:
Service level management, ISO/IEC 20000, 2005, services, procedure.Abstract
Service level management is an important aspect to ensurequality in service delivery, allowing offering and managingthese levels in order to achieve customer satisfaction. Inthis sense, this paper presents a procedure for the executionof service level management process, which seeks to meetthe requirements established by the standard ISO/IEC20000-1:20005 in this area. This procedure considers theactivities, tasks, roles and work products that allow managethe service requirements in order to achieve satisfactoryagreements for providers and clients, perform permanentmonitoring in the service delivery to find failures, makepertinent corrective actions and evidence compliance ofservice level management process. This proposal wasevaluated by means of the focus group method, showingthat the structure is adequate to support requirements ofstandard ISO/IEC 20000-1:20005, useful, practical, welldetailed and is a great contribution to the companies thatprovide IT services.References
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Taylor, S., Lloyd, V., & Rudd, C. (2007). ITIL Version 3 Service Design: The Office of Government Commerce.
Tonini, A. C., Silva, M. T., & Spinola, M. M. (2007). Software Expectation Management by means of Service Level Agreements in Software Maintenance. 19th International Conference on Production Research. Recuperado de http://www.icpr19.cl/mswl/Papers/252.pdf
Trienekens, J., Bouman, J., & van der Zwan, M. (2004). Specification of Service Level Agreements: Problems, Principles and Practices. Software Quality Control, 12(1), 43-57.
CMMI Product Team. (2010). CMMI for Services, Version 1.3. Pittsburgh, PA: Carnegie Mellon University / Software Engineering Institute.
Competisoft. (2006). Mejora de procesos para fomentar la competitividad de la pequeña y mediana industria del software de Iberoamérica. Recuperado de http://artemisa.unicauca.edu.co/~ecaldon/docs/spi/COMPETISOFT_v02_27-11_2315.pdf
Correia, A. & Brito, F. (2010). Model-driven service level management. 4th international conference on Autonomous infrastructure, management and security, (pp.85-88).
Debusmann, M., Kröger, R., & Geihs, K. (2004). Unifying service level management using an MDA-based approach. En Network Operations and Management Symposium, 2004. NOMS 2004. IEEE/IFIP, 1, (pp.801-814).
Eclipse (2014). Eclipse Process Framework Project (EPF). Recuperado de https://www.eclipse.org/epf/
Federación Colombiana de la Industria del Software y Tecnologías Informáticas Relacionadas [Fedesoft]. (2012). Estudio de cifras de software y servicios asociados de Colombia 2012. Bogotá, Colombia: Corcas
International Organization for Standardization (2005a). ISO/IEC 9000: Quality management systems - Fundamentals and vocabulary. Ginebra, Suiza: ISO
International Organization for Standardization (2005b). ISO/IEC 20000-1: Information technology — Service management — Part 1: Specification. Ginebra, Suiza: ISO
International Organization for Standardization (2005c). ISO/IEC 20000-2: Information technology — Service management — Part 2: Code of practice. Ginebra, Suiza: ISO
International Organization for Standardization [ISO] (2005d). ISO/IEC 20000: Information technology — Service management. Ginebra, Suiza: ISO
IT Governance Institute [ITGI]. (2007). COBIT (Control Objectives for information and related technology) 4.1: Framework, control objectives, management guidelines, maturity models. Rolling Meadows, IL: ITGI
Jäntti, M., & Suhonen, A. (2012). Improving service level management practices: A case study in an IT service provider organization. En 2012 II AI International Conference on Advanced Applied Informatics (IIAIAAI), (pp.139-144).
McNiff, J. (1988). Action Research. Principles and Practice. London, UK: Macmillan
Mendoza, M., González, C., & Pino, F. J. (2013). Focus group como proceso en ingeniería de software: una experiencia desde la práctica. DYNA, 80(181), 51-60.
Niessink, F., & Vliet, H. v. (2000). Software maintenance from a service perspective. Journal of Software Maintenance: Research and Practice, 12(2), 103-120.
Object Management Group [OMG] (2008). Software & Systems Process Engineering Meta-Model Specification. Recuperado de http://www.omg.org/spec/SPEM/
Pino, F.J., Baldassarre, M.T., Piattini, M., & Visaggio, G. (2010). Harmonizing maturity levels from CMMI-DEV and ISO/IEC 15504. Journal of Software Maintenance and Evolution: Research and Practice, 22(4), 279-296.
Pino, F. J., Piattini, M., & Horta-Travassos, G. (2013). Managing and developing distributed research projects in software engineering by means of action-research. Revista Facultad de Ingeniería Universidad de Antioquia, 68, 61-74.
Santacruz, J.M. (s/f.a). Comparación detallada entre ISO 20000-1 e ISO 20000-2. Recuperado de http://artemisa.unicauca.edu.co/~jmsantacruz/comparaciones/Comparaci%C3%B3n%20entre%20ISO%2020000-1%20e%20ISO%2020000-2.pdf
Santacruz, J.M. (s/f.b). Comparación detallada entre ISO 20000-1 e ITIL. Recuperado de http://artemisa.unicauca.edu.co/~jmsantacruz/comparaciones/Comparaci%C3%B3n%20entre%20ISO%2020000-1%20e%20ITIL.pdf
Santacruz, J.M. (s/f.c). Comparación detallada entre ISO 20000-1 y CMMI-SVC. Recuperado de http://artemisa.unicauca.edu.co/~jmsantacruz/comparaciones/Comparaci%C3%B3n%20entre%20ISO%2020000-1%20y%20CMMI-SVC.pdf
Santacruz, J.M. (s/f.d). Comparación detallada entre ISO 20000-1 y COBIT. Recuperado de http://artemisa.unicauca.edu.co/~jmsantacruz/comparaciones/Comparaci%C3%B3n%20entre%20ISO%2020000-1%20y%20COBIT.pdf
Santacruz, J.M. (s/f.e). Especificación. Recuperado de http://www.unicauca.edu.co/~jmsantacruz/especificacion/especificacion.pdf
Santacruz, J.M. (s/f.f).Proceso de entrega: procedimiento para la gestión de niveles de servicio. Recuperado de http://artemisa.unicauca.edu.co/~jmsantacruz/modelado/
Schaaf, T., & Brenner, M. (2008). On tool support for Service Level Management: From requirements to system specifications. En BDIM 2008. 3rd IEEE/IFIP International Workshop on Business-driven IT Management, (pp.71-80).
Taylor, S., Lloyd, V., & Rudd, C. (2007). ITIL Version 3 Service Design: The Office of Government Commerce.
Tonini, A. C., Silva, M. T., & Spinola, M. M. (2007). Software Expectation Management by means of Service Level Agreements in Software Maintenance. 19th International Conference on Production Research. Recuperado de http://www.icpr19.cl/mswl/Papers/252.pdf
Trienekens, J., Bouman, J., & van der Zwan, M. (2004). Specification of Service Level Agreements: Problems, Principles and Practices. Software Quality Control, 12(1), 43-57.
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2013-06-30
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