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.

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Business models used to improve current operations and tasks within private and public organizations, this technique is known as business process improvement, allowing organizations to be more efficient. Business processes are supported by the standard of the Business Process Modeling Notation, provided to organizations, to understand their internal business processes in a graphical notation and communicate its procedures in a standard way. IT departments manage IT services daily through IT incident management to restore normal operation of the service after an interruption. In the SUNARP; a public entity of Peru, there are several problems such as: long waiting time to attend to users, noncompliance in the operative part of the management of Incidents and inadequate monitoring of the attention given to users. The objective of this research is to design a model to improve the IT incident management process at SUNARP. The methodology used to design the new model has taken into account the best practices of ITIL V3 and the BPMN for the graphic notation of processes. As a result, ten differences stand out in the proposed model. It is concluded that IT incident management process was modeled with the sub processes of the escalation and change management, which has allowed business process improvement in the SUNARP.

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