Evaluation of the maturity level of the IT Services: IPB and KubSAU

• Autor(a) principal: Zubar, Iuliia
• Data de Publicação: 2017
• Tipo de documento: Dissertação
• Idioma: eng
• Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
• Texto Completo: http://hdl.handle.net/10198/14662
• topic: Information systems; Domínio/Área Científica::Engenharia e Tecnologia::Outras Engenharias e Tecnologias

The importance of the Information Technology (IT) services maturity is a success factor for the institutions. There is a direct correlation between IT maturity and cost, efficiency and scalability. This work presents an evaluation of the maturity level for IT service management, of two higher education institutions (IPB/Portugal and KubSAU/Russia). We will identify the correspondences between the process capability levels and the organizational systems maturity levels. One of the options to measured the IT maturity is by comparing the IT service team’s operations, planning and processes to the international best models. In this context, we decide to use the Information Technology Infrastructure Library (ITIL) framework to analyse the selection, planning, delivery and support of IT services by IPB and KubSAU. This methodology uses units as the standard is an example of best practice that covers the control and management of all aspects of IT-related operations. Through a questionnaire, we have measured the IT processes maturity against ITIL framework. We made questionnaires for the leadership of the IT Centers of both universities, teaching staff and students. With the results of this work we can propose policies that can improve efficiency and achieve predictable service levels. Our goal is to help in the implementation of improvements for the management of IT services. The main conclusion is that both institutions have approximately the same high level of maturity and they are able to train and graduate specialists in different fields in accordance with all standards and requirements in the field of education.