Implementing an IT service information management framework: The case of COTEMAR

It is evident that organizations are demanding more efficient information management technologies in order to offer high quality services for both internal and external clients. Firms pursue the implementation of processes aligned to their strategic and operational objectives and, to achieve these g...

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Published inInternational journal of information management Vol. 32; no. 6; pp. 589 - 594
Main Authors Lucio-Nieto, Teresa, Colomo-Palacios, Ricardo, Soto-Acosta, Pedro, Popa, Simona, Amescua-Seco, Antonio
Format Journal Article
LanguageEnglish
Published Kidlington Elsevier Ltd 01.12.2012
Elsevier
Elsevier Science Ltd
Subjects
Applications
Applications (e.g. Digitizing,...)
Case studies
Contents management (GED, EMS: enterprise management system, web sites conception, workflow…)
Exact sciences and technology
Information and communication sciences
Information and communication technologies
Information management
Information science. Documentation
Information technologies: storage media, equipment
Information technology
Integration
IT governance
ITSM
Quality of service
Sciences and techniques of general use
Service Management Department
Service Management Office
Studies
Mexico
IT governance
ITSM
Service Management Office
Service Management Department
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Summary:It is evident that organizations are demanding more efficient information management technologies in order to offer high quality services for both internal and external clients. Firms pursue the implementation of processes aligned to their strategic and operational objectives and, to achieve these goals, they usually introduce various frameworks and approaches to information technology service management, such as Information Technology Infrastructure Library (ITIL) or Control Objectives for Information and Related Technologies (COBIT). However, once incorporated, it is essential to have mechanisms that guarantee performance efficiency. One of such mechanism is the Service Management Office (SMO). The case analysis presented here describes the lessons learned from its implementation in COTEMAR. The results provide useful insights for firms interested in integrating SMO within IT service management practices.
ISSN:0268-4012
1873-4707
DOI:10.1016/j.ijinfomgt.2012.08.004