Building an IT service catalog in a small company as the main input for the IT financial management

Abstract

IT departments in non-IT small companies lack guidelines for defining the services they provide and for assigning costs to these services. This <irtide compare� intemalional models and standards and describes an approach that can be used by Lhese companies in order ro define and implement their service c<italog to be used as an input for !heir IT financial management. The proposed soluLion is based on the concept or a pro-cess asset library. The proposal has been tested in a non-lT small company. Thtl results provide useful insights for companies interested in defining their own servi.ce calalog from a standard service catalog.

Proposal for the Identification of Information Technology Services in Public Organizations

“…The service portfolio management (which includes the service catalog) and financial management (FM) of the ITS are included in the service strategy phase. Detailed information on the ITSC is also included in the ITSC management process (ITSCM) that is included in the service design phase [18].…”

“…The purpose of the ITSCM process is to ensure that this catalog is produced and maintained and that it contains accurate information on all operational services and those that are prepared to operate in an operational manner. Therefore, it is necessary to define the services and produce and maintain an accurate ITSC [18]. One of the most important processes for the construction of the ITSC is the identification of ITSs.…”

“…This research focused mainly on the first two components. In the same year, Arcilla et al [18] focused on providing useful information for companies interested in defining their own ITSC from a standard ITSC. The purpose of this research was to create a standard ITSC to help microenterprises and small businesses define their own ITSCs as one of the main inputs for their IT FM processes.…”

Process improvement approaches fertilised by advances in SPI

“…Not in vain, it is important to note that, since 2012, the EuroSPI 2 initiative became ‘European System, Software & Service Process Improvement & Innovation’ adding Service to its name . Information technology (IT) service improvement and IT governance are also quite popular in the community resulting in papers on IT service catalogue management , governance of cloud computing services , integration of governance and service management in IT scenarios , or IT service information management framework implementation .…”

Prácticas adoptadas de la ISO/IEC 20000 en pequeñas organizaciones desarrolladoras de software que ofrecen mesa de servicios: Un estudio de caso

“…Además, están interesadas en crear buenas expectativas sobre los servicios que brindan, por lo que tienen un especial interés en la mejora de procesos para la gestión de servicios de tecnología de información (GSTI) (Mesquida, Mas, San, & Arcilla, 2014). La GSTI cumple un rol determinante en las organizaciones, pues es un aspecto relevante para el soporte a las operaciones y las decisiones (Arcilla, Calvo-Manzano, & San Feliu, 2013;Rocha & Freixo, 2015); por lo que las propuestas como ITIL (ITIL, 2015), CMMI-SRV (SEI, 2010) o ISO/IEC 20000 (ISO, 2011) han tenido gran aceptación a nivel internacional. Sin embargo, en el contexto de las pequeñas empresa (u organizaciones en general), algunos estudios ( (Göbel, Cronholm, & Seigerroth, 2013), (Küller, Vogt, Hertweck, & Grabowski, 2012), (Machado, Reinehr, & Malucelli, 2012)) señalan que existe una brecha entre el conocimiento de los marcos de referencia de la GSTI y su implementación.…”