Propuesta del modelo de control de gestión de servicios de TI para las empresas municipales del distrito metropolitano de Quito. Caso de estudio

Abstract

Quito is growing at a dizzying pace, generating greater needs of roads, housing, mobility and others. The Municipality of Quito faced theses needs had decentralized its services by creating Metropolitan Companies, managing better skills for which they were created, The Information Technology Units of these companies have not efficiently solved the generated requirements. Using frameworks such as COBIT 5 and ISO-20000, within a continuous quality cycle, a management control model of the technology services is proposed. For the application of the model a Metropolitan Public Company was selected. These processes of the model proposed in the company were evaluated and an improvement plan was defined. The management control model analyzes the strategic goals of companies, obtaining the matching processes between them and the ISO-20000, assessed the levels of capacity of these processes, determining deficiencies that can be solved and improved. The evaluation in two different instances of the application of the model shows that for the processes there were improvements to different degrees within the cycle of continuous improvement. The applied model worked for the select company and consequently in the group of companies analyzed.