Desarrollo de la guía de integración ITIL y PMBOX para el buen gobierno TI

Abstract

This research was carried out to create a methodological guide that integrates ITIL-PMBOK (Information Technology Infraestructure Library – Project Management Body of Knowledge) frameworks and improves the management of information technologies at the Ecodesarrollo Reginal Amazónico Institute (ECORAE). To create the guide it was performed a study of both ITIL and PMBOK, establishing parameters of project management and customer satisfaction in order to identify the relationship to integrate them. The guide consists of five phases: the first phase is described by key company information and by a market research (demand); in the second phase processes and services are identified and classified; in the third phase a technical and economic study is made to determine the accessibility; in the fourth phase is made the planning to develop of business processes, and in the fifth is fulfilled the evaluation of the implemented processes in order to identify and seek opportunities for its improvement. It was developed a component to support the customer in automated processes of ECORAE with the use of the guide created in this research; the same which achieved a basic maturity level (Level 2) for project management and customer satisfaction with the integration of ITIL and PMOBK. It is recommended to apply this in the modification or creation of institutional processes.