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- Flores Delgadillo, Johnny, et al.
(författare)
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A Maturity Model of IT Service Delivery
- 2011
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Ingår i: International Conference on Information Resources Management (Conf-IRM2011). - USA : AIS eLibrary.
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Konferensbidrag (refereegranskat)
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| 4. |
- Flores Delgadillo, Will Johnny, 1975-
(författare)
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IT Service Delivery in Nicaraguan Internet Service Providers : analysis and Assessment
- 2010
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Licentiatavhandling (övrigt vetenskapligt/konstnärligt)abstract
- The thesis addresses the research question: How to describe, understand, and explain IT service delivery? Based on the research question, the following research questions were derived: How to analyse IT service delivery based on ITIL in order to determine its current situation? How to formalize elements of IT service delivery in maturity level that can be used to assess its current status? These research questions are answered by two IT artefacts: an analysis method and a maturity model for IT service delivery. Both of them are constructed by design-science research guidelines. The analysis method is focused on understanding the IT service delivery in organizations; it is founded on the IT service delivery processes of Information Technology Infrastructure Library (ITIL) version 2. The method proposed has been applied through three case studies of Nicaraguan Internet Service Providers (ISPs). The maturity model is oriented to formalize and assess the maturity level of IT service delivery; it is supported by IT service delivery elements that are considered significant for managing IT service delivery by the Nicaraguan ISP sector, by IT service concepts, and by maturity model properties, and complemented by the IT Service Capability Maturity Model. The maturity model provides a mechanism for evaluating the maturity level of IT service delivery through a set of maturity statements and includes a graphical representation; it is also applied to the traceable information of the current status of IT service delivery of one of the Nicaraguan ISPs.
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| 5. |
- 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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| 6. |
- Flores, Johnny, et al.
(författare)
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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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| 7. |
- Flores, Johnny, et al.
(författare)
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Strategic Use of Information Technology in Profit and Non-Profit Organizations from Tanzania and Sweden
- 2008
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Ingår i: 1st World Summit on the Knowledge Society - WSKS 2008. - Berlin, Heidelberg : Springer Berlin/Heidelberg. - 9783540877820 ; , s. 137–146-
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Konferensbidrag (övrigt vetenskapligt/konstnärligt)abstract
- Organizations have to deal with a dynamic environment such as new technologies, entrepreneurial ideas, strategic alliances, mergers and acquisitions, and regulatory change. A key for a well-functioning company is an efficient and effective strategic use of Information Technology (IT) supporting the business strategies, goals, and needs. It is also referred as Strategic Business and IT Alignment which is interpreted as a continuous process of conscious and coherent interrelation of all components and personnel of the business and the IT in order to contribute to the organization’s performance over time. This pa-per reports an analysis of the Business and Information Technology Alignment by using Luftman’s Strategic Maturity Assessment Model in case of a Tanzanian Profit Company and a Swedish Non-profit Company where both organizations have an intensive use of Information Technology.
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- Plazaola Prado, Leonel, et al.
(författare)
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A Metamodel for Strategic Business and IT Alignment Assessment.
- 2006
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Ingår i: <em>Proceedings of the Fourth Conference on Systems</em> <em>Engineering </em>2006 <em>(CSER2006)</em>, University of Southern California, USC, California, USA. April 2006..
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Konferensbidrag (refereegranskat)abstract
- This paper proposes a metamodel based on Jerry N. Luftman’s strategic business andinformation technology (IT) alignment assessment approach. It explains how this metamodel isdeduced and how it will perform such an assessment, showing conformity with the expert’sparent approach. Since Enterprise Architecture (EA) has emerged as a feasible model-basedmanagement tool for the systematic and holistic planning and decision-making of an enterprise’sbusiness and IT system operation and evolution, this paper also argues the metamodel’saffiliation to EA as a guide or reference for identifying the relevant representations for specificconcerns, mitigating the expenses and drawbacks of the often larger modeling required to applythe EA Frameworks.
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