Modelo de gestión de servicios de tecnologías de la información para empresas de seguridad y vigilancia bajo la perspectiva de un ciclo de mejoramiento

Abstract

The private security industry occupies a leading place in recent decades at national level, have become a major consumer of technology not only as a support tool but also to stand as competitive entities to a demanding market. The IT Service Management allows aligns IT services to needs of private security companies seeking the benefits of the service are received by the customer. For this management model that considers processes for portfolio management, design management, changed management and configuration and a stage that encompasses all processes such as continuous improvement is proposed. Model building starts in the baseline study IT services in the private security companies, the model is developed and finally an assessment of the implementation is done in the company ARMILED case where the improvement is assessed from implementation of raised pattern. The results contrast the current situation facing the implementation of the model which reflects the optimization of the processes of IT service management based on the level of improvement that can be achieved with the process approach proposed in the model.