Una comparación sobre la percepción de la utilidad del modelo ITIL por usuarios y consultores en México

摘要

Information technologies (IT) have become a key factor for the optimal implementation of business processes, to a degree in which the IT department becomes a service provider for the other departments in the organization. In Mexico several business have adopted the ITIL services standard created by the Office of Government Commerce of the United Kingdom. ITIL is a compendium of best practices of great dimensions, requiring extensive training. Given this, the perceived usefulness of adopting the standard may vary among IT professionals. In this work we are currently investigating about the perceived value of ITIL for both consultants and final users. Our research in progress intends to assess the current position about this standard in Mexico. The expected results should impact consultant efforts for supporting ITIL, as well as educational programs based on the standard.