Resumo

MELENDEZ-LLAVE, Karin Ana  e  DAVILA-RAMON, Abraham Eliseo. Adoption’s problems of information technology service management models. A systematic literature review. Dyna rev.fac.nac.minas [online]. 2018, vol.85, n.204, pp.215-222. ISSN 0012-7353.  https://doi.org/10.15446/dyna.v85n204.57076.

Information technologies service management (ITSM) models have developed due to the increasing use of information technologies in order that organizations can deliver services efficiently and with a higher level of quality. However, models’ compliance has not been an easy job and the organizations have found problems achieving partial adoptions. The aim of this study is to analyze the problems that organizations had in the adoption of an ITSM model. To achieve this goal a systematic literature review was performed. The review confirmed that only some processes had adopted by the companies. The analysis shows us that more recurrent difficulties are lack of commitment from senior management and lack of knowledge about the ITSM model and its benefits.

Palavras-chave : service management information technology; ISO / IEC 20000; ITIL; CMMI-SVC.

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