| 1. |
- Flores, Johnny, et al.
(författare)
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Analyzing IT service delivery in an ISP from Nicaragua
- 2010
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Ingår i: Organizational, Business, and Technological Aspects of the Knowledge Society. - Berlin, Heidelberg : Springer Berlin/Heidelberg. - 3642163238 - 9783642163234 ; , s. 155-165
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Konferensbidrag (refereegranskat)abstract
- This paper presents a method for analyzing IT service delivery and its application in an Internet Service Provider (ISP). The method proposed is based on ITIL-processes and case study technique; it includes questionnaires for gathering information, semi-structured interviews, focus groups and documents as sources of information for recognition of factual information. The method application allows to the ISP determines its practices and limitations of the IT Service Delivery.
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| 2. |
- López Poveda, Anayanci, et al.
(författare)
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A method for analyzing IT service strategy in municipal governments from nicaragua
- 2010
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Ingår i: 16th Americas Conference on Information Systems 2010, AMCIS 2010. ; , s. 2966-2978
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Konferensbidrag (refereegranskat)abstract
- The importance of IT strategy is generally accepted, though in practice this may vary from one IT organization to another. The design of a formal IT strategy may be required or not, depending on the environment, but, independently of this, strategic decisions still must be made and therefore strategic practices are performed. In order to make any improvement in strategic practices, awareness of their current state in the IT organization is needed. This paper proposes a method for analyzing IT service strategy in the context of IT organizations in municipal governments; the main issues considered are both people- and organization-related (e.g. internal service providers, prioritized cost-effectiveness, current practices oriented to tactical and operational activities, etc.). This method decomposes the analysis from two different perspectives: strategic practices in use and maturity level of such practices. The method was tested in two municipal governments from Nicaragua.
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| 3. |
- Flores, Johnny, et al.
(författare)
-
Evaluating IT Service Delivery amongst ISPs from Nicaragua
- 2010
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Ingår i: 16th Americas Conference on Information Systems 2010, AMCIS 2010. ; , s. 1464-1472
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Konferensbidrag (refereegranskat)abstract
- This paper presents an evaluation of IT service delivery by Internet Service Providers (ISPs) from Nicaragua at the end of 2009. The evaluation is supported by a methodological approach based on IT Infrastructure Library (ITIL) v.2 concepts and case study techniques. The evaluation involved three ISPs that are nation-wide Internet Service Providers with more than ten years running. We describe the current practices and limitations of IT service delivery in ISPs from Nicaragua. Finally, we argue that existing IT service delivery practices amongst ISPs have matches to ITIL processes, although the ITIL processes are not known amongst them.
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