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Open AccessArticle

Proposal for the Identification of Information Technology Services in Public Organizations

1
School of Systems and Information Engineering, Universidad Nacional Mayor de San Marcos, Lima 15081, Peru
2
Technical Area, Chone Extension, Universidad Laica Eloy Alfaro de Manabí, Manta 130802, Ecuador
3
Research Group: IT Governance and Management Platforms (IT-GOVMANPLA), Professional School of System Engineering, National Technological University of South Lima, Villa El Salvador 15834, Peru
*
Author to whom correspondence should be addressed.
Symmetry 2019, 11(10), 1269; https://doi.org/10.3390/sym11101269
Received: 15 August 2019 / Revised: 30 September 2019 / Accepted: 1 October 2019 / Published: 10 October 2019
(This article belongs to the Special Issue Symmetry and Complexity 2019)
Handling complexity and symmetry in the identification of services for the management of information technology (IT) emerged as a serious challenge in recent times. One of the most important elements that must be defined in the management of information technology services is the construction and management of a service catalog. However, in order to create this catalog, it is necessary to correctly identify the services to be formed. So far, there are several proposals that serve to identify information technology services in public organizations. However, there are several inherent drawbacks to these processes, whereby many organizations are yet to adapt to the services. The main objective of this research is to present a proposal for the identification of information technology services and the construction of an information technology catalog. For this, the following methodology was applied: (a) a review of the literature, identifying the research that addressed the process of the identification of services; (b) a proposal based on automatic learning to identify information technology services in public organizations, adapting the catalog of services and taking as its main input the history of requests and incidents accredited by the department of information technologies in public organizations in the Republic of Ecuador. In conclusion, this work leads to satisfactory results for the identification of technology services used to construct its catalog. View Full-Text
Keywords: service identification; IT service; IT services catalog; IT services portfolio service identification; IT service; IT services catalog; IT services portfolio
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MDPI and ACS Style

Mera Macías, C.; Aguilar Alonso, I. Proposal for the Identification of Information Technology Services in Public Organizations. Symmetry 2019, 11, 1269.

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