Visión general sobre la integración de CMMI SVC v1.2, ISO 20000 e ITIL v3
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2009-10-01
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Abstract
Este artículo tiene como objetivo brindar una idea general acerca de CMMI for services v1.2, ISO
20000 e ITIL v3, los cuales son referentes de calidad aplicables a la gestión de la calidad de ser-
vicios de tecnología de la información (IT). Estos referentes de calidad se relacionan entre sí y su
implementación puede contribuir a mejorar la performance de la empresa y a lograr una mayor
satisfacción del cliente respecto de los servicios brindados.
A general overview regarding the models CMMI for services v1.2, ISO 20000 and ITIL v3 is the purpose of this article. These are quality models referred to quality management in information technology (IT) services. They are related to each other and their application could improve the company’s performance and enhance the client’s satisfaction with supplied services.
A general overview regarding the models CMMI for services v1.2, ISO 20000 and ITIL v3 is the purpose of this article. These are quality models referred to quality management in information technology (IT) services. They are related to each other and their application could improve the company’s performance and enhance the client’s satisfaction with supplied services.
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área de proceso, nivel de madurez, servicio, buena práctica, gestión de servicios, process area, maturity level, service, good practice, service management
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Proyecciones, Vol.7 No. 2
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