SUMMARY OF THE THESIS


Title: MODEL INPUT VALUE OF THE IMPLEMENTATION OF A IT SERVICE MANAGEMENT SYSTEM BASED ON THE REQUIREMENTS OF ISO / IEC 20000


Author: MĒ Carmen Bauset Carbonell
Tutor: Dr. D. Manuel Rodenes Adam


This research work has been developed to analyze as an organization that to meet the requirements of ISO / IEC 20000-1:2005 and get your certification adds value to the organization from the point of view of IT service management.

This thesis has been developed to provide a reference model to any organization that needs to measure the value contribution of technology services organization.

The foundations of research include an analysis from two distinct perspectives, a more traditional oriented to define instruments to measure self-help in the field of creating value from information technology, based on the ratio of EVA with investment and expenditure IT. And other more innovative approach related to IT management frameworks such as ITIL, considered a standard applicable to any business model and ISO / IEC 20000.

The model has demonstrated empirically the direct and indirect factors that may be related to the value contribution of IT services, considering for this tangigles and intangible factors such as efficiency in the provision of IT services, providing support IT services, control over the services, efficiency in managing suppliers and customer satisfaction.
 
All this has been applied to over 90 IT services INDRA, international technology consulting, facilitating the implementation of model, strategic information for the management of internal systems of the organization, becoming a tool to support decision making.