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.