Modelo de gestión de las capacidades aplicable a PYMES combinando ITIL Y COBIT

Abstract

This research suggest a methodology to manage the Capacity of SMEs (Small and Medium Enterprises) in Ecuador, considering COBIT v4.1 and ITILv3 2007. By using this methodology, enterprises will be able to optimize and clarify their IT investments through some services which are supported by enough and required IT resources. With this elements, the companies will comply with the SLAs (service level agreements), the ones who demand key business processes. The document starts finding a main definition for the concept of capacity management, which establish that it is an IT process management whose goal allows to ensure that IT infrastructure is enough and necessary to comply with the agreements of IT service provision, both current and future requirements of the enterprise. This Capacity Management Model was applied to I.C.A. Cía. Ltda. Interesting information was extracted, for example, the need to work in the documentation as a support to IT operations. The main recommendation is to apply this model to the company at regular period of times to get better evaluations by making the suggested improvements in last evaluation.