ISO-IEC 20000 maturity model

• Autor(a) principal: Delgado, Luís G.
• Data de Publicação: 2018
• Tipo de documento: Dissertação
• Idioma: eng
• Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
• Texto Completo: http://hdl.handle.net/10071/18248
• topic: Maturity model; ISO 20000; Incident management; IT services; ITSM; Gestão de sistemas de informação; Informação para a gestão; Qualidade dos serviços; Framework; Normas ISO; ISO/IEC; Boas práticas; Certificado da qualidade

Information technology (IT) is nowadays the pillar of any organization that needs to be competitive, efficient and deliver quality services to its customers. This means that, given its importance, it is fundamental to use good practices and standards that allow effective management of IT services. Therefore, several IT frameworks have emerged in recent years to support IT managers, not only improve the predictability and performance of IT services but also align them with business goals. A good example is ITIL, a set of best practices for IT service management that has been accompanied, in the last years, by the implementation of the ISO 20000 standard in companies that want to further increase quality of their IT services. The proposal presented in this research project is to develop a maturity model for ISO 20000, a tool that will allow any organization to not only evaluate the maturity level of its current IT processes, Incident and Service Request Management in particular, but to also serve as a roadmap on how to align with ISO 20000 requirements and obtain certification. In order to achieve the goals defined in this project, authors used the Design Science Research (DSR) methodology, which included several stages, including literature review, interviews with IT experts and interviews with organizations.