Evaluating IT Service Delivery amongst ISPs from Nicaragua

• 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.

Subject headings

SAMHÄLLSVETENSKAP  -- Medie- och kommunikationsvetenskap -- Systemvetenskap, informationssystem och informatik med samhällsvetenskaplig inriktning (hsv//swe)

SOCIAL SCIENCES  -- Media and Communications -- Information Systems, Social aspects (hsv//eng)

Keyword

Case study

Internet Service Providers (ISPs)

ITIL

Service delivery

Publication and Content Type

ref (subject category)

kon (subject category)