Service quality management based on the application of the ITIL standard

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. Re e ences [1] Pascual, M., Pascual, J., F ías, M.D. and Rosel, J.F., Calidad de se icio en los supe me cados: Una p opues a de medición. Psico hema 18, pp. 661–667, 2006. [2] Pa asu aman, A., Zei haml, V.A. and Be y, L.L., A concep ual model o se ice quali y and i s implica ions o u u e esea ch. Jou nal o Ma ke ing, 49 (4), pp. 41–50, 1985. [3] Pa asu aman, A., Zei haml, V. A. and Be y, L.L., SERVQUAL: A mul iple-i em scale o measu ing consume pe cep ions o se ice quali y. Jou nal o Re ailing, 64 (1), pp. 12–40, 1998. [4] Pa asu aman, A., Zei haml, V. and Be y, L., Calidad o al en la ges ión de se icio. 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[41] Cando, N L., C uz, J D. and Pa edes, N.J., Sis ema pa a la ges ión de con igu aciones y cambios (ITIL 3), Dise ación pa a el Depa amen o de Adminis ación y Desa ollo de Tecnologías de In o mación y Comunicación de la Uni e sidad Cen al del Ecuado , Ecuado . [42] Kelle , A. and Midboe, T., Implemen ing a se ice desk: A p ac i ione ’s pe spec i e, in: Ki iha, Y., G an ille, L.Z., Medhi, D., Tonouchi, T., Kim, M.S. (Eds.), P oceedings o he 2010 IEEE-IFIP Ne wo k Ope a ions and Managemen Symposium. IEE, New Yo k, 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