Observatorio de I+D+i UPM

Memorias de investigación
Research Publications in journals:
How small and medium enterprises can begin their implementation of ITIL?
Research Areas
  • Information technology and adata processing
Sequencing of Information Technology Infrastructure Library (ITIL) processes related to their order of implementation is one of the pending issues in the ITIL handbooks. Other frameworks and process models related to service management (e.g., COBIT, COSO and CMMI-SVC) are quite well described in the literature and their handbooks. However, the identifi cation of the fi rst process to be implemented has not been deeply analysed in the previous frameworks and models, and it is also a complex question to answer for organizations, especially Small and Medium Enterprises (SMEs). Moreover, SMEs are the organizations that have the largest presence in the world economy; offi cial data of General Business Directory, show that their range of presence in different countries around the world is between 93% and 99%, and the average of employment contribution is around 60%. Consequently, the improvement of information technology service management is of vital importance to accomplish in this type of enterprises. This research has focused on two surveys that aim at helping SMEs to select the ITIL process by which starting the implementation of ITIL. In the fi rst survey, data were gathered through a questionnaire to SMEs registered in the region of Madrid. The second survey obtained data from experts and enterprises in countries as Spain, Ecuador, Chile, Luxembourg, Colombia, Norway, El Salvador, and Venezuela. Finally, the results of both surveys show that the tendency for starting an ITIL implementation in SMEs points to one of the processes included in the Service Operation.
Revista Facultad de Ingeniería ?Universidad de Antioquia
Impact factor JCR
Impact info
Los artículos publicados en la Revista Facultad de Ingeniería son indizados o resumidos por: SciELO Colombia, Chemical Abstracts y Chemical Abstracts Plus, Actualidad Iberoamericana, Índice de Revistas Latinoamericanas en Ciencias ? PERIÓDICA, Índice Nacional de publicaciones seriadas, Científicas y Tecnológicas de Colciencias PUBLINDEX, Sistema Regional de Información en línea para Revistas científicas de América Latina, el Caribe, España y Portugal ? LATINDEX, Red de Revistas Científicas de Am
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  • Autor: Jose Antonio Calvo-Manzano Villalon (UPM)
  • Autor: Lohana Lema-Moreta
  • Autor: Magdalena Arcilla-Cobián (Universidad Nacional de Educación a Distancia)
  • Autor: Juan Luis Rubio-Sánchez (Universidad a Distancia de Madrid)
Research Group, Departaments and Institutes related
  • Creador: Grupo de Investigación: SEMEPRO: Seguridad y Mejora de Procesos
  • Departamento: Lenguajes y Sistemas Informáticos e Ingeniería de Software
S2i 2020 Observatorio de investigación @ UPM con la colaboración del Consejo Social UPM
Cofinanciación del MINECO en el marco del Programa INNCIDE 2011 (OTR-2011-0236)
Cofinanciación del MINECO en el marco del Programa INNPACTO (IPT-020000-2010-22)