Se ice quali y managemen based on he applica ion o he ITIL
s anda d
He menegildo Gil-Gómez a, Raúl Ol a-Badenes b & Wilson Ada me-Jaimes c
a Dp o. de Adminis ación, Ins i u o de Au omá ica e In o má ica Indus ial (ai2), Uni e si a Poli ècnica de Valencia – UPV, España. [email protected] .es
b Uni e si a Poli ècnica de València (UPV) y Uni e si a Jaume I, España. [email p o ec ed]p .es
c Depa amen o de Indus ial Uni e sidad Nacional de Colombia. [email p o ec ed]
Recei ed: Ap il 26 h, 2013. Recei ed in e ised o m: Feb ua y 27 h, 2014. Accep ed: June 5 h, 2014
Abs ac
The mode n wo ld has led companies o become inc easingly compe i i e, highligh ing he cus ome as he co e elemen o
comme cializa ion p ocesses, and also ecognizing he need o ea all in e nal ac i i ies as cus ome s in he deli e y o p oduc s/se ices
o inal consume s. An impo an elemen o ensu e an adequa e le el o cus ome sa is ac ion is he need o p ope ly manage he equi ed
se ices inside business p ocesses, whe e he managemen o echnology se ices becomes an impe a i e in almos e e y company. This
pape p esen s he ITIL s anda d, which is a amewo k ha allows he deli e y o echnology se ices o be e icien ly managed, in o de
o imp o e in e nal business p ocesses and ob ain o he bene i s such as be e in e nal communica ion. A e ha , he use o ITIL as a
ame o e e ence o enhancing quali y is p oposed, ocused no only on IT bu on any ype o se ice in gene al.
Keywo ds: Se ices; In o ma ion Technology (IT); Sys ems; ITIL; Cus ome
Ges ión de la calidad de se icios apoyados en la aplicación del
es ánda ITIL
Resumen
El mundo mode no ha lle ado a las emp esas a se cada ez más compe i i as, ol iendo al clien e el eje cen al de los p ocesos de
come cialización, pe o e idenciando la necesidad de a a odas las ac i idades in e nas como clien es pa ciales en el p oceso de en ega
del p oduc o o se icio a los consumido es inales. Un elemen o necesa io pa a asegu a un adecuado ni el de sa is acción a los clien es
adica en la necesidad de ges iona adecuadamen e los se icios eque idos en los p ocesos emp esa iales, donde la ges ión de los
se icios de ecnología se uel e un impe a i o en casi odas las emp esas. Es e a ículo p esen a el es ánda ITIL, el cual es un ma co de
e e encia que pe mi e adminis a de mane a e icien e la p es ación de se icios de ecnología, de ca a a mejo a los p ocesos in e nos de
las emp esas y ob ene o os bene icios, como po encializa la comunicación in e na. T as ello, se p opone el uso de ITIL como ma co de
e e encia pa a la mejo a de la calidad, no solo cen ado en las TI, sino de cualquie ipo de se icio en gene al.
Palab as cla e: Se icios; Tecnologías de la In o mación (TI); Sis emas; ITIL; Clien e.
1. In oduc ion
In he cu en en i onmen , in which companies mus
seek maximum compe i i eness, se ices a e becoming
inc easingly impo an as a means o p o ide cus ome
alue and compe i i e ad an age.
The e o e, he quali y o se ice as pe cei ed by
cus ome s, and hei e alua ion, in o de o seek con inual
imp o emen in a s a egy o con inuous quali y
imp o emen , is one o he p io i ies o o ganiza ions.
In he sea ch o compe i i eness and cus ome alue
deli e y, managing di e en a eas o o ganiza ions elies
hea ily on in o ma ion echnology (IT), which is essen ial
o p ope ly manage he business p ocesses o companies.
I is o his eason ha in e e y o ganiza ion, an IT
o ganiza ion exis s (ei he in e nal o ex e nal) ha
gene a es and p o ides IT se ices. Those se ices a e
p o ided o a g oup o cus ome s o ha IT o ganiza ion, a
g oup ha demands se ices wi h alue, and expec s hei
imely deli e y wi h quali y.
In his exchange, he ela ions and communica ions
be ween he IT se ice p o ide and IT cus ome s mus be
© The au ho ; licensee Uni e sidad Nacional de Colombia.
DYNA 81 (186), pp. 51-56. Augus , 2014 Medellín. ISSN 0012-7353 P in ed, ISSN 2346-2183 Online
Gil-Gómez e al / DYNA 81 (186), pp. 51-56. Augus , 2014.
channeled h ough a sys em ha ensu es he op imiza ion o
he p ocesses o se ice deli e y and suppo o IT. I is in his
en i onmen whe e he discipline o "IT Se ice
Managemen " appea s.
In his pape , he au ho s p esen he IT Se ice
Managemen and ITIL s anda d as a amewo k o he
managemen o all he p ocesses needed in he li ecycle o IT
se ices. The use o his amewo k ensu es ha hese IT
se ices and he o ganiza ions ha p o ide hem a e aligned
all he ime wi h he business p ocesses hey suppo , and wi h
hei objec i es.
Howe e , his is no only applicable o IT se ice
managemen bu o any ype o se ice in gene al. Fo his
eason, he use o ITIL good p ac ices could se e as a
e e ence ame o enhancing se ice quali y.
2. S a e o he a
In he socie y o he 21s cen u y, se ices h oughou
he en i e se o exchange p ocesses ha occu be ween he
di e en agen s ha make up he ma ke a e inc easingly
c i ical and i al. In his sense, he quali y o se ice and i s
assessmen a e some o he p io i ies ha o ganiza ions
should conside in o de o adap hei managemen , and
espond e ec i ely and e icien ly o he demands o he
ma ke . This ci cums ance makes i necessa y o a be e
unde s anding o he concep o quali y o se ice, i s ex en
and he implica ions a ising om s udying i [1].
Quali y o se ice ecei ed a s ong boos o i s
applica ion in he managemen o o ganiza ions om he wo k
de eloped since he middle o he 80's by Pa asu aman e al.
[2-5]. These au ho s p oposed a concep ual model which
de ines quali y o se ice as a global judgemen conce ning i s
supe io i y, which is ob ained om he compa ison be ween
he expec a ions abou he se ice o be ecei ed and he
pe cep ions o pe o mance o he se ice p o ide
o ganiza ions (pa adigm uncon i med).
These au ho s de eloped a measu ing ins umen
iden i ied as SERVQUAL (SERViceQUALi y) o i s
e alua ion [3-6]. Speci ically, assuming he
mul idimensional na u e o he cons uc , hese au ho s
p opose ha se ice quali y can be es ima ed om i e
dimensions, iden i ied as angible elemen s, eliabili y,
esponsi eness, secu i y and empa hy.
Fu he s udies [5-7] ocused esea ch o quali y o se ice
especially on he a i ude o he consume owa ds he se ice
p o ided, i.e. om an a i ude ha is gene a ed om he
pe cep ion o he consume wi h espec o he p o ision o he
se ice. This ac allows he quali y o se ice o be s udied
om a p ominen ly psychological app oach.
Quali y o se ice has been de ined bo h om an
objec i e app oach as well as om a subjec i e one.
While he objec i e quali y o se ice ela es o i ing
se ice o he speci ica ions de ined by he p o ide s [8],
he subjec i e quali y o se ice mo es owa ds he clien ,
being de ined as a "global judgmen o a i ude, ela i e o
he supe io i y o he se ice" [3].
Men ze e al. [9] ocus on he logis ics o quali y o
se ice and iden i y i s c i ical componen s such as he
amoun o o de s placed, he quali y o he in o ma ion, he
p ocedu e, accu acy, condi ions, and quali y o he o de ,
managemen o disc epancies wi h he o de , punc uali y
and pe sonal con ac quali y.
On he o he hand, McDougall and Lé esque [10] and
B ady e al. [11] deal wi h hese mo e complex classi ica ions
by simpli ying he componen s o he quali y o se ice based
on wo dimensions; he echnical capaci y o eliabili y and
pe sonal ela ionship.
In he li e a u e o se ice ma ke ing, quali y o se ice has
been linked o sa is ac ion. Cus ome sa is ac ion has been
de ined as an a i ude (loyal y), which has been linked wi h
buying beha iou [12], as well as wi h he p obabili y ha he
consume e u ns o he es ablishmen and p o ides good
e e ences and publici y o his acquain ances [13].
Di e en s udies ha e poin ed ou he in luence o
echnology on he componen s o he quali y o se ice [14-
16]. In pa icula , i has been obse ed ha he highe he le el
o p og ess and he adap a ion o he echnology o he needs
o he clien , he g ea e he e iciency pe cei ed in
dis ibu ion ac i i ies [17].
The concep o se ice is conside ed in di e en a eas o
he o ganiza ion o e e o di e en hings, such as
ma ke ing, ope a ions managemen , so wa e enginee ing
and in o ma ion sys ems [18]. Fo example, in he discipline
o ma ke ing, se ices e e o he p o ision o in angible
asse s which a e alued and aded on he ma ke . In
so wa e enginee ing, his e m designa es a use ul
abs ac ion o deploying so wa e o open en i onmen s,
p oduc i ely and scalably [19]. In In o ma ion Sys ems his
concep can be ound in di e en con ex s, ei he o e e o
elec onic o digi al se ices, o o he in as uc u e laye o
o ganiza ions p o iding compu ing capabili ies ha help
o ganiza ions achie e hei goals [18].
Many au ho s ag ee ha se ices ha e been he co e o
economic ac i i y in ecen yea s [20-23]. This phenomenon
ce ainly equi es he suppo and conside a ion o In o ma ion
Technology and Communica ions (ICT) and i s e olu ion in
ecen yea s.
The ecogni ion o he g owing impo ance o se ices in
he wo ld oday and he in e disciplina y and complex na u e
o oday's se ices led o he eme gence o a new discipline:
Se ice Managemen Science and Enginee ing - SMSE [22].
This new esea ch discipline aims o add ess eme ging issues
in se ices wi h an in e disciplina y app oach, and is expec ed
o g ow as a mee ing place and o um o discussion o issues
ela ed o se ice, ega dless o he o iginal ield o s udy o
esea che s and p ac i ione s [18].
O ganiza ions and businesses a e changing, la gely due o
he impac o IT. In pa icula , he In e ne , known as " he
g ea ehicle o se ice" [24], is al e ing he ways o p o ide
and manage p oduc s and se ices, and he ela ionships
be ween o ganiza ions and cus ome s, which is leading o a
ede ini ion o hei alue chains.
In he se ice ield, signi ican changes ha e occu ed due
o he apid inc ease o communica ion ne wo ks and he
In e ne . ICT o e signi ican oppo uni ies o se ice
inno a ion in cus ome se ice and e iciency imp o emen s.
Al hough echnology ans o ms he in e ac ion
be ween o ganiza ion and cus ome , expec a ions o he
quali y o se ice ecei ed a e immu able. In many cases,
52
Gil-Gómez e al / DYNA 81 (186), pp. 51-56. Augus , 2014.
cus ome s and employees a e no always ecep i e o
wha echnology has o o e , no do hey ecognize i s
associa ed alue. Sel -help echnologies (sel -help) allow
cus ome s o ge he se ice independen ly and
pa icipa e in he p ocess o acqui ing goods. The
challenges o in oducing IT o p o ide online se ices
(on-line) a e also e y impo an [24].
The apid e olu ion o ICT and e-business has c ea ed a
si ua ion in which se ices can e ol e in hei access s a egy,
and o ganiza ions see he inc eased alue o o e ing se ices
h ough he In e ne . These se ices h ough In e ne and o he
IT se ices a e based on he knowledge p o ided by expe s in
in o ma ion echnologies and sys ems, who o e hese
se ices o hei cus ome s [25].
The p ocess o IT se ice deli e y in ol es deep
knowledge sha ing be ween se ice p o ide s and cus ome s.
The e o e, communica ion be ween cus ome s and IT expe s
is a c i ical componen o he quali y o IT se ices.
Howe e , in many cases, due o lack o expe ise in ICT
cus ome s, IT se ice is one o he p o essional se ices ha
demand high c edibili y; he e o e, i is no easy o cus ome s
o e alua e he quali y o se ice, e en a e i has been
deli e ed [26].
Di e en s udies o IT se ices iden i y quali y o
se ice as a c i ical ac o in he e ec i eness o
communica ion and us be ween he pa ies [27, 28].
Jia and Reich [29] conduc ed an in es iga ion whose
objec i e was o educe he gap be ween he pe cep ions o
cus ome se ice and managemen ac ions. In his esea ch
hey in oduced he concep o IT se ice clima e and a
su ey ins umen ha can be used o e alua e i .
Jia and Reich [29] de ine "IT Se ice Clima e" as a sha ed
pe cep ion o IT employees, p ac ices and beha iou s in he
wo kplace ha suppo he p o ision o IT se ices o business
cus ome s. These au ho s show ha he clima e o se ice is
closely ela ed o cus ome sa is ac ion and quali y o se ice.
The e a e h ee main componen s o he IT Se ice
Clima e [29], as shown in Table 1:
• Se ice Leade ship
• Se ice Vision
• Se ice E alua ion
The u gen need o c ea e an enabling en i onmen o
imp o e se ice, i s quali y and cus ome sa is ac ion is
poin ed ou .
Fu he mo e Lepme s e al. [30] assess he impac o
p ocess imp o emen in he quali y o IT se ices by
pe o ming a se ies o s udies o he IT se ice indus y.
F om a business pe spec i e, he shi o p ocess-o ien ed
o ganiza ions, he g owing impo ance o business p ocesses
cu ac oss he o ganiza ion, as well as he inc eased ocus on
he quali y o IT se ices pe cei ed by end use s, emphasize
he need o in o ma ion sys ems o p o ide an e ec i e and
e sa ile suppo o business p ocesses and o mee he needs
o he o ganiza ion [31, 32].
IT se ices a e inc easingly complex, hei egula o y le els
a e inc eased, he e a e equen de ia ions in ime o cos s in
hei li e cycle, he e a e con inuous echnological ad ances,
e c.; all o which makes hei managemen mo e necessa y so
hey con inue o be e icien , bu a he same ime mo e
complex [33].
Table1.
Main componen s o IT se ice clima e [29]
Dimension
De ini ion
I ems
Se ice
Leade ship
The ex en o
which IT
manage s ake
ac ions o
guide he
deli e y o
se ice.
Ou uni manage egula ly discusses
wo k pe o mance goals wi h us.
Ou uni manage equen ly alks o us
abou how ou se ice con ibu es o
be e pe o mance o ou clien s.
Ou uni manage egula ly discusses wi h
us he bes app oaches o se e ou clien s.
Se ice
Vision
The ex en o
which mee ing
clien needs,
demons a ing
lexibili y, and
es ablishing
communica ion
a e
emphasized.
In my uni ’s daily wo k, he e is an
emphasis on p o iding excellen se ice o
ou business clien s.
The e has been ue e o in ou uni o
es ablish ou sel es as a espec ed pa ne
o ou clien s.
People in my uni a e lexible when
dealing wi h clien s’ pe spec i es.
My uni equen ly sha es in o ma ion
wi h clien s.
Se ice
E alua ion
The ex en o
which he
e
alua ion o
IT
p o essionals is
linked wi h
se ice
pe o mance.
We ecei e ecogni ion and ewa d o
p o iding excellen se ice o ou
clien s.
In my mos ecen pe o mance e iew,
I was e alua ed on how well I se ed
he clien s.
Cus ome se ice is
an impo an
c i e ion o ou o mal pe o mance
e alua ion.
Sou ce [29]
I hei managemen is e ec i e, changes a e achie ed
which p oac i ely adap o he business s a egy [41].
3. ITIL s anda d applica ion app oach on se ice
managemen (SM)
In o ma ion Technology Se ice Managemen (ITSM)
deals wi h he managemen o IT se ices h ough he use
and coo dina ion o people, wo k lows and in o ma ion
echnology [34]. These h ee componen s a e he co e
business p ocesses in IT managemen .
Business p ocesses can be classi ied as: s a egic
business p ocesses, main business p ocesses and business
suppo p ocesses. IT p ocesses a e included in he suppo
p ocess ca ego y, p o iding ou pu s in e ms o he
business’ equi ed se ices [34].
ITSM seeks o suppo he implemen a ion and
managemen o high quali y IT se ices, and his is ca ied
ou by IT se ice p o ide s. ITSM mainly di e s om
adi ional IT managemen wi h ega d o he ac ha i
does no ocus on echnology bu a he looks a IT and i s
se ices om a business pe spec i e.
This a icle p oposes he use o he bes p ac ices in IT
Se ice Managemen h ough he ITIL s anda d (In o ma ion
Technology In as uc u e Lib a y) o se ice managemen ,
no only o IT se ices bu also o all ypes o se ice.
ITIL "is a amewo k ha desc ibes he bes p ac ices o
se ice managemen in in o ma ion echnology" and i has
an app oach based on a se o p ocesses ha a e g ouped in
i e phases o he se ice li e cycle [35=39]. In ac , ITIL is
he mos used s anda d in he ITSM en i onmen [34].
Table 2 p o ides a b ie desc ip ion o ITIL cycle phases
53
Gil-Gómez e al / DYNA 81 (186), pp. 51-56. Augus , 2014.
p esen ed in i s la es e sion ( 3).
ITIL o e s o ganiza ions a se o s a egies o con inuous
p ocess moni o ing, p o iding an o ganiza ional cul u e ha
gene a es g ea e bene i s in se ice quali y [40]. This
app oach can be applied o any o ganiza ion, ega dless o
size, sec o o se ice. The esul should be a eliable, sa e and
consis en se ice wi h he expec ed cos s [41].
Howe e , e en hough o iginally ITIL is concei ed o
se ice managemen only, i is clea ha any o he ype o
se ice, ei he IT o non-IT, can ob ain a bene i om he
ocus by p ocesses and om he phases and p ocesses
p esen ed by i . I can be a gued ha he i e phases o he
ITIL li e cycle, which a e shown in Table 2 (S a egy, Design,
T ansi ion, Ope a ion, and Con inuous Imp o emen ), a e
common in any se ice ype, whe he IT, Ma ke ing,
Logis ics, Consul ing o any o he kind o se ice.
Acco dingly, he use o ITIL s anda d as a e e ence ame o
he managemen o any se ice ype is p oposed.
4. The Se ice Desk: The key in se ice managemen
using TIL
Se ice Desk is an ITIL unc ion loca ed in he se ice
ope a ion phase. Se ice Desk is " he main con ac poin when
use s ace a se ice in e up ion, when he e is a eques , o
e en when some changes a e equi ed. The Se ice Desk
p o ides a communica ion poin wi h use s, and a
coo dina ion poin o se e al IT g oups and p ocesses" [38].
The implemen a ion o an app op ia e Se ice Desk is
c ucial in o ganiza ions because many companies conside i
as he i s s ep o achie e ITSM [42].
Se ice Desk gene a es he ollowing bene i s [38]:
• Imp o es cus ome se ice, pe cep ion and sa is ac ion.
• Inc eases accessibili y, communica ion and in o ma ion
h ough a single con ac poin .
• Inc eases quali y and esponse ime o cus ome o use
eques s.
• P o ides be e eamwo k and communica ion.
Table 2.
The i e ITIL 3 Phases.
Phase
Pu pose
Se ice
S a egy
To p o ide guidance on how o design, de elop and
implemen se ice managemen , whils p o iding di ec ion o
g ow h, no only as an o ganiza ional capabili y, bu as a
s a egic asse .
Se ice
Design
To p o ide guidance on se ice design and de elopmen o
se ice managemen p ocesses o de ine design p inciples and
me hods o con e ing s a egic objec i es in o po olios o
se ices and se ice asse s o exis ing and new se ices.
Se ice
T ansi ion
To p o ide guidance on how o de elop and imp o e
capabili ies o ansi ioning new and changed se ices in o
ope a ions and ensu e equi emen s o Se ice S a egy
de ined in Se ice Design a e e ec i ely ca ied ou in
Se ice Ope a ion.
Se ice
Ope a ion
To p o ide guidance on how o achie e e ec i eness and
e iciency in he deli e y and suppo o se ices o ensu e
alue o he cus ome and he se ice p o ide .
Con inual
Se ice
Imp o emen
To p o ide guidance on how o c ea e and main ain alue o
cus ome s h ough be e design, in oduc ion, and ope a ion o
se ices and es ablish p inciples, p ac ices, and me hods om
quali y managemen and capabili y imp o emen .
Sou ce: Adap ed om Cabine O ice [35-39].
• Inc eases he ocus and p oac i e app oaches o se ice
deli e y.
• Reduces he nega i e impac o business.
• O e s a be e managemen and con ol o
in as uc u e.
• Gi es a be e use o IT suppo esou ces and inc eased
p oduc i i y o business people.
• Imp o es he in o ma ion managemen p ocess and
suppo s decision making.
To do his, he Se ice Desk mus assume some
esponsibili ies, such as he ollowing:
• Regis e all ele an inciden / eques ed se ice de ails,
assigning codes o p io i iza ion and ca ego iza ion
• P o ide in es iga ion and diagnosis
• Resol e inciden s / cus ome s’ eques s
• Escala e inciden s / se ice eques s ha canno be
esol ed wi hin he ag eed deadlines
• Keep use s in o med abou he p ocess’s p og ess
• Close all esol ed inciden s, eques s and o he calls
• Apply su eys o calls o cus ome s/use s o e i y
sa is ac ion
• Communica e wi h he use s, con inuously, upda ing
hem abou he p ocess’s p og ess, changes,
commi men s, e c.
• Upda e he Con igu a ion Managemen Sys em (CMS)
unde he di ec ion and app o al o he Se ice Desk
managemen , i i is ag eed.
A Se ice Desk has helped many companies o imp o e
hei p ocesses, and i s implemen a ion is a high p io i y
objec i e when an o ganiza ion wan s o ollow ITIL bes
p ac ices.
Fo his eason, he au ho s p opose ha in o de o an
IT o non-IT o ganiza ion o be able o in oduce a se ice
managemen based on he ITIL s anda d, one o he c i ical
poin s will be he implemen a ion o a Se ice Desk.
The p ima y bu no only objec i e o Se ice Desk is o
se e as a con ac poin be ween use s and se ice
managemen . This ela ionship is depic ed in Fig. 1.
A Se ice Desk is he cen al hub in he managemen o
inciden s and he e o e i is (mo e o less) di ec ly ela ed
wi h o he p ocesses such as p oblem managemen and
change and con igu a ion managemen . Thus, a sui able
Se ice Desk, and a p ope managemen o i , will manage
he ela ed p ocesses mo e e icien ly.
By ha ing cen alized and con olled in o ma ion, i is
possible o ex ac c i ical in o ma ion om any e en and
Se ice Desk
Reques
Con igu a ion
Managemen
Inciden s
Communica ion, eques ,
inciden s, se ice
Use s
Reques
o change
P oblems
SERVICE
SERVICE PROVIDER
ORGANIZATION
Figu e 1. In o ma ion h ough a unique Se ice Desk be ween use s and
supplie (Se ice P o ide O ganiza ion). Own Sou ce
use he knowledge o p e ious inciden s, c ea ing a
54
Gil-Gómez e al / DYNA 81 (186), pp. 51-56. Augus , 2014.
con inuous imp o emen dynamic.
As a consequence, an o ganiza ion ha implemen s a
Se ice Desk based on ITIL will gene a e an added alue in
he ollowing aspec s:
• E icien main enance managemen o se ices by
imp o ing oubleshoo ing ime esponse and he
comple ion o clien eques s
• E icien ela ionship managemen wi h he cus ome s
and use s, and hei sa is ac ion
• E icien se ice deli e y managemen , om he poin o
iew o a ailabili y, con inui y and p ocess capabili y, as
well as imp o emen o he changing managemen
p ocess
The la e allows se ice manage s o o e highe
se ice quali y o cus ome s and/o use s.
5. Conclusions
The changes in he way companies o e hei p oduc s
and/o se ices, d i en by echnological changes, ha e led
o he need o de eloping new p ocesses o ensu e he
p ope managemen o ac i i ies wi hin i ms, aiming o
p o ide he highes possible cus ome sa is ac ion le el.
IT se ices mus be managed p ope ly since hey b ing a
good numbe o bene i s ha imp o e businesses and
p o ide highe le els o cus ome sa is ac ion, which leads
o imp o ed companies’ compe i i eness. This managemen
p ocess can be e icien ly de eloped by using he ITIL
s anda d, which is one o he mos widely used amewo ks
o his pu pose.
Bu he ITIL app oach can also be used o any kind o
se ices, no only o he IT se ice managemen , i s
o iginal objec i e. Any ype o se ice can be managed in
unc ion o he i e phases o he li e cycle p oposed by
ITIL (S a egy, Design, T ansi ion, Ope a ion, and
Con inuous Imp o emen ).
In he se ice p o ision, i is impe a i e o ha e a
Se ice Desk, which is an ou s anding mechanism ha
allows communica ion be ween use s and coo dina ion
poin s o g oups and IT p ocesses. The e o e, i is i al o
alloca e esou ces o he ope a ion o his Se ice Desk,
due o i s ele ance in imp o ing communica ion and he
o he bene i s ha i can gene a e o o ganiza ions.
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2010, pp. 685–696.
H. Gil-Gómez, ecei ed he Bs. Eng in Telecomunica ions in 1997 and he
PhD deg ee in Telecomunica ions Enginee ing in 2003, all o hem om
he Uni e si a Poli ècnica de València (UPV) in Spain. Cu en ly, he is a
Full P o esso in he Business Adminis a ion Depa men a UPV and Full
Resea che a he ai2 Ins i u e in UPV (www.ai2.up .es). His esea ch
in e es s include: Inno a ion a mul isec o ial o ganiza ions, Ma ke ing and
cus ome beha io and In eg a ion o In o ma ion Technologies (IT) in
Public and P i a e O ganiza ions wi h a special in e es in Low Cos
echnology o Heal h.
R. Ol a-Badenes, has he PhD deg ee in Indus ial Enginee ing. He has
been pa ne and di ec o o ope a ions a companies’ o in o ma ion
sys ems (IS) consul ing, and cu en ly he is p o esso a he Uni e si a
Poli ècnica de València (UPV) and Uni e si a Jaume I. He has
pa icipa ed in esea ch p ojec s and has published in a ious a eas o IS an
IT. Is Specialis deg ee in "In eg a ion o IT in O ganiza ions" by he UPV,
and in "Business Adminis a ion" and "Business Managemen in he Digi al
Age", by he Uni e sidad Poli écnica de Mad id. In addi ion, he is ce i ied
as ITIL Expe and ISO 20,000. His esea ch in e es s include: In o ma ion
Sys ems, IT Se ice Managemen , Inno a ion a mul isec o ial
o ganiza ions, and Ope a ions and Logis ics.
W. Ada me-Jaimes, ecei ed he Bs. Eng in Indus ial Enginee ing in
1992, he MSc deg ee in Enginee ing – logis ics in 2007 and he PhD
deg ee in Enginee ing Indus y/O ganiza ion in 2012. Cu en ly, he is a
Full P o esso in he Indus ial Depa men a Uni e sidad Nacional de
Colombia and Full Resea che a he SEPRO - LOGISTICS G oup
(www.sep ologis ica.unal.edu.co). His esea ch in e es s include: Logis ics
and Supply Chain Manageme in Public and P i a e O ganiza ions.
56