WorldCIST'13 -The 2013 World Conference on Information Systems and Technologies

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Method to Establish Processes in Information Technology Services-Oriented Organizations

Jezreel Mejia
Centro de Investigación en Matemáticas, Unidad Zacatecas.
Mexico

Maximino G. Luna
Universidad Autónoma de Zacatecas
Mexico

Mirna Muñoz
Centro de Investigación en Matemáticas, Unidad Zacatecas.
Mexico

Juan G. Hernández
Centro de Investigación en Matemáticas, Unidad Zacatecas.
Mexico

Abstract:
As part of the imminent globalization of markets, competitiveness has become one of the key variables to be considered by the organizations. Become more competitive usually allows better dividends for organizations. To achieve this, it is necessary to improve the quality of the offered services. In this context there are models and standards for the services processes establishment. However, to constitute a strategy to improve the service quality, it is necessary to use this models and standards based on two things: 1) organization work culture and 2) organization needs. The present research shows a method for establishing services processes through establishing the services taxonomy in the information technology organization and formalizing its tacit knowledge. Besides, a case study is presented.

 

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