Analyzing IT service delivery in an ISP from Nicaragua

• 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.

Ämnesord

NATURVETENSKAP  -- Data- och informationsvetenskap (hsv//swe)

NATURAL SCIENCES  -- Computer and Information Sciences (hsv//eng)

Nyckelord

Factual information

Focus groups

IT services

Nicaragua

Semi structured interviews

Internet

Internet service providers

Surveys

Information technology

Publikations- och innehållstyp

ref (ämneskategori)

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