Proposal for the Identification of Information Technology Services in Public Organizations

Abstract

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.

Assessment of Contributions of the Methodology for the Construction of a Catalog of Information Technology Services Aimed at Public Entities

“…To build an ITSC, it is necessary to have clear practices which allow specification of the most appropriate ITS, depending on the organization (Mazvimavi & Benyon, 2009). One of the most important activities to build an ITSC is the identification of ITS, which goes hand in hand with ITS classification (Mera & Aguilar, 2019).…”

“…It is also possible to perform language identification and translation; extract hierarchical themes, entities, and their most frequent relationships; summarize text; and extract feelings and knowledge from unstructured text data using natural language processing techniques from requests or tickets (Ali, 2018). Furthermore, the identification and classification of ITS can be carried out for the conformation of the ITSC from a history of requests (specified in natural language) of the IT users in a certain organization (Mera & Aguilar, 2019).…”

“…At a general level, in service engineering, the identification of services plays a fundamental role, as it establishes the basis for subsequent processes (Rong et al, 2014). Identification of ITS is one of the most important activities in the construction process of the ITSC and also of the ITSCM; in fact, several studies have focused on this topic (Mera & Aguilar, 2019). The identification of ITS is one of the activities of the service life cycle (Fischbach et al, 2013), which can be carried out in different ways.…”

“…This proposal was verified in a public organization and was evaluated by applying the quality factors of Moody for the evaluation of artefacts that serve to build the ITSC (Moody et al, 2003). Mera et al (2020) proposed a method for feedback from an ITSC, which embraced the automation principles considered in a previous work (Mera & Aguilar, 2019); therefore, this work is complementary, allowing the formation of the ITSCCM assessed in this study.…”

“…Faced with this problematic situation, considering the need to make and verify proposals for the construction and feedback of ITSCs (Mera & Aguilar, 2018a)-even more so when few of the proposals made have been applied in public organizations (Mera & Aguilar, 2019)-this was the justification to propose this research.…”