REVISTA DYNA NEW TECHNOLOGIES

Key words:

Classification of IT standards, IT infrastructure and services management, IT management, services management, ITSM, SMS, Clasificación de estándares de TI, infraestructura de TI y gestión de servicios, gestión de TI, gestión de servicios, ITSM, SMS

Article type:

COLABORACION/COLLABORATION DAMR

Section:

COLLABORATIONS

ABSTRACT:
The purpose of the study was to classify the technical standards for IT Infrastructure and Services Management according to the scope, constraints, stakeholders, type of Information and Communication Technology (ICT), and type of organization. The methodological design used for this qualitative study was the topics narrative because the information from the standards published by currently recognized standardization organizations was used. The information was obtained of the following organizations: UK Government's Office of Government Commerce (usually known as the OGC), International Organization for Standardization (ISO), International Electrotechnical Commission (IEC), Software Engineering Institute (SEI), Spanish Association for Standardization and Certification (AENOR), and British Standards Institution (BSI). In conclusion, the two most important groups of standards are ITIL and the ISO/IEC 20000 series. ITIL was oriented to the implementation of the Information Technology Service Management (ITSM) because ITIL focuses on the management of IT services, while the series of ISO/IEC 20000 was oriented to the Service Management System (SMS) due to that ISO/IEC 20000 series covers general service management in its scope. The ISO/IEC professionals conducted a classification of IT service management linked to IT governance and this research separated these two topics to exclusively developed technical standards for IT Infrastructure and Services Management; likewise, this research included integrated technical norms developed by other international standardization organizations. For future researches, it is recommended to extend the classification criteria, as well as to update the information of the standards, due to that these standards are reviewed and updated every five years approximately.

Keywords: Classification of IT standards, IT infrastructure and services management, IT management, services management, ITSM, SMS.